Helpdesk Manager

Role: Helpdesk Manager (entry‐level management, will become more of a mentor)

Location: Kings Langley (Watford area)

Working pattern: 6 months fully on site, then moving to 1 day per week WFH

This is a hands-on, user-facing Helpdesk role with clear management progression. Initially an individual contributor / escalation point, but with eventual direct reports and responsibility for mentoring early‐careers staff. They typically hire grads into the service desk and develop them into wider areas, so they want someone confident coaching and helping people find their feet.

High-level responsibilities include:

• User-facing helpdesk support, onboarding & offboarding
• Acting as escalation point for the service delivery team
• SLA reporting, customer satisfaction reporting & improvement
• Hardware lifecycle management
• Windows & Mac (Linux nice to have)
• AD (on-prem & Azure), VPN, Anti-Virus
• Ticketing systems
• Knowledge base / FAQ (Confluence + internal system “Nebula”)
• Audio & Visual support (liaising with provider)
• Virtual Machine management
• Strong stakeholder management