Job Description

IT Helpdesk Manager

We are excited to offer an opportunity to join our small but successful team at a well-established IT support company. This role is based at our Bolton office, although occasional travel to client sites across the North West may be required.

For over 35 years, we have been delivering reliable IT support services and technology solutions throughout Greater Manchester.

Key Responsibilities

Team Leadership & Management

Lead and manage a small helpdesk/support team. Allocate tasks and manage schedules to ensure consistent coverage.

Operational Oversight

Respond to client calls and emails; update the ticketing system accordingly. Proactively resolve 1st, 2nd, and 3rd line support tickets when needed. Ensure SLAs (Service Level Agreements) and KPIs (Key Performance Indicators) are consistently met. Monitor ticket queues and escalate issues as necessary. Oversee the smooth day-to-day operations of the helpdesk. Visit client sites to deliver onsite IT support and perform installations as required. Build, configure, and install new hardware when necessary. Install and maintain VoIP phone systems.

Technical Oversight

Provide advanced technical support and guidance. Troubleshoot complex hardware, software, and network issues. Maintain up-to-date knowledge of current technologies.

Process Improvement

Develop and enhance helpdesk procedures and documentation. Implement industry best practices and standards (e.g., ITIL). Automate routine tasks where possible.

Customer Service Management

Maintain high levels of customer satisfaction. Handle high-priority and escalated customer issues effectively. Gather and act on client feedback.

Reporting & Analytics

Generate and analyse helpdesk performance reports. Identify trends and recommend areas for improvement. Report on team productivity and user satisfaction metrics.

Collaboration

Coordinate with vendors for technical support or escalation. Contribute to broader IT projects and rollout initiatives.

Skills & Requirements

The ideal candidate will possess the following:

Proven experience managing or working within an IT support environment. Strong knowledge of Microsoft 365. Solid understanding of Microsoft Server products and related services. Proficient with Windows 10 and 11 operating systems. Professional and friendly communication skills, both in person and over the phone. Ability to work independently and collaboratively to resolve complex issues and complete installations or project work. Hands-on experience with core networking products including firewalls, routers, switches, and wireless solutions. Previous experience with VoIP phone systems. Familiarity with web and email filtering tools. Proactive approach to mentoring and upskilling team members. A full UK driving licence is required.

Desirable (Not Essential)

Microsoft certifications

Working Hours & Benefits

Standard working hours are Monday to Friday, 8:30am to 5:00pm. Flexibility is expected, and overtime may be required--paid accordingly.

Salary:

36,000 - 40,000 per annum, depending on experience.

Additional benefits include:

company mobile phone and laptop.

Job Type: Full-time

Pay: 36,000.00-40,000.00 per year

Benefits:

Bereavement leave Company events Company pension Free parking On-site parking Sick pay
Education:

GCSE or equivalent (preferred)
Experience:

IT support: 3 years (required)
Licence/Certification:

UK driving license (required)
Work authorisation:

United Kingdom (required)
Work Location: In person