Job Description

Job Summary

The IT Helpdesk Manager is responsible for overseeing the daily operations of the IT support function, ensuring timely and effective resolution of technical issues. This role involves managing the helpdesk team, maintaining service standards, improving processes, and acting as an escalation point for complex IT problems.

Key Responsibilities

Manage and supervise the IT Helpdesk team to ensure high-quality technical support. Monitor helpdesk performance, ticket queues, and response/resolution times. Ensure incidents, service requests, and problems are logged, tracked, and resolved efficiently. Act as the main escalation point for complex or critical IT issues. Develop and enforce IT support policies, procedures, and best practices. Coordinate with internal teams and external vendors for hardware, software, and network support. Ensure system availability, reliability, and security standards are maintained. Provide regular reports on helpdesk metrics, issues, and improvement plans. Train, coach, and evaluate helpdesk staff to enhance skills and performance. Support IT projects, system upgrades, and technology rollouts. Ensure compliance with data protection, cybersecurity, and company policies.

Required Skills & Competencies

Strong leadership and team management skills. Excellent problem-solving and decision-making abilities. In-depth knowledge of IT support systems, hardware, software, and networking. Experience with ticketing systems and IT service management tools. Strong communication and customer service skills. Ability to manage multiple priorities under pressure. Good understanding of IT security and data protection practices.

Qualifications

Bachelor's degree in information technology, Computer Science, or a related field (or equivalent experience). Relevant IT certifications (ITIL, CompTIA, Microsoft, or similar) preferred.

Experience

Minimum 3-5 years of experience in IT support or helpdesk roles. Previous experience in a supervisory or managerial role is highly desirable.
Job Types: Full-time, Permanent

Benefits:

Company pension On-site parking Referral programme
Work Location: In person