Helpdesk Manager

Helpdesk Manager

Good support means taking ownership, keeping customers informed and seeing things through. We’re looking for a Helpdesk Manager who shares that approach and can help our team deliver it every day.

We’re an established IT and telecoms business supporting customers with their phones, connectivity and IT. We’re recruiting confidentially, so we’ll share more about the company during the recruitment process.

This is a hands-on leadership role. You’ll manage the helpdesk, develop the people in it and work closely with our technical and provisioning teams to keep customers supported. When something needs your attention, you’ll be comfortable getting involved and taking responsibility.

What you’ll be doing

• Leading the team. Set clear expectations, coach people and help them build their skills and confidence.

• Keeping the helpdesk running well. Make sure tickets are prioritised properly, progressed within agreed service levels and followed through to resolution.

• Taking ownership of escalations. Handle difficult situations calmly, bring the right people together and keep customers informed.

• Joining things up. Work with provisioning and technical teams to make sure new services and changes are handed over properly.

• Making practical improvements. Use reporting, customer feedback and recurring issues to identify what needs to work better, then make it happen.

• Planning support coverage. Manage rotas, workloads and staffing so the team can meet demand.

• Building useful knowledge. Keep procedures, support guidance and training materials clear and up to date.

• Managing people properly. Take responsibility for recruitment, onboarding, regular feedback and performance reviews.

• Maintaining standards. Make sure security and data protection requirements are followed in day-to-day support.

What we’re looking for

You’ll have experience managing a helpdesk or technical support team in an IT or telecoms business. You’ll know how to balance customer needs, team workloads and service levels in a busy environment.

You’ll also bring:

• A strong customer service approach and the confidence to manage escalations.

• A working understanding of telephony, internet connectivity and general IT support.

• Experience with ticketing systems, SLA management and performance reporting.

• The ability to develop people, deal with issues fairly and build a team that takes pride in its work.

• Clear, straightforward communication with customers and colleagues.

• Good judgement, organisation and follow-through.

Experience improving support processes, knowledge bases or handovers between teams would be useful. ITIL or relevant telecoms qualifications would also be welcome.

What you can expect

£45,000 - £55,000 salary, clear responsibility for the helpdesk and the scope to improve how it works.

You’ll work alongside experienced support, technical and provisioning colleagues in a business that values practical solutions and good customer service. Your work will make a visible difference to your team and the customers they support.

If you enjoy leading people, solving problems and making sure customers are looked after, we’d like to hear from you.