Job Description

IT-Helpdesk.Co are seeking a highly skilled and motivated

IT Support Manager

to lead our growing IT services team. This is an

ideal opportunity for a senior engineer or team leader

who is ready to step into a management role, overseeing support operations while still being hands-on with advanced troubleshooting and project delivery.

Key Responsibilities

Lead, mentor, and develop the 1st/2nd line support team (approx. 300+ users supported). Act as the final escalation point for complex technical issues. Manage service delivery and ensure SLAs, KPIs, and client expectations are consistently met. Oversee project planning and implementation across infrastructure, cloud, networking, and security. Build strong client relationships, acting as the primary technical contact for key accounts. Work with directors on IT strategy, compliance (ISO27001, Cyber Essentials), and technology roadmaps. Document policies, processes, and technical standards, ensuring best practice across the support function.

Core Skills (Essential)

Proven experience in

managing or leading a support team

in an MSP or corporate environment. Strong knowledge of

Microsoft 365, Azure, Intune, Exchange Online, Teams & SharePoint

.

Windows Server (2016/2019/2022)

administration and troubleshooting.

VMware/Hyper-V virtualisation

and SAN/NAS storage management. Networking: TCP/IP, VLANs, VPNs, firewalls (Cisco, DrayTek, Ubiquiti, Fortinet). Backup/DR solutions: VEEAM, Synology C2, M365 Backup. Website/domain administration: DNS, SSL, WordPress, cPanel/Plesk. Cybersecurity awareness: endpoint security, MFA, conditional access, compliance frameworks.

Desirable Skills

Vendor certifications: Microsoft (AZ-104, MS-700), VMware, Cisco. ITIL or service management exposure. Linux administration basics. Experience managing budgets, suppliers, and procurement. Knowledge of VoIP (3CX, Horizon, Soho66).

Personal Attributes

Strong leadership and mentoring skills, with the ability to motivate and support team members. Excellent communication - able to liaise confidently with both technical and non-technical clients. Commercially aware, able to balance client requirements with business priorities. Process-driven, organised, and committed to continual improvement.

Why Join Us?

Lead and shape the IT support function of a

growing Essex-based IT provider

. Balance of

hands-on technical work and team leadership

. Exposure to the latest cloud, security, and infrastructure technologies. Clear progression into

Head of IT / Technical Director level

as the business continues to expand
Job Types: Full-time, Fixed term contract
Contract length: 6 months

Pay: 34,000.00-55,636.39 per year

Benefits:

Company pension Employee discount On-site parking
Work Location: Hybrid remote in Westcliff-on-Sea SS0 9SY