IT Helpdesk Manager

I'm currently partnering with a rapidly growing, forward-thinking organisation that's investing heavily in digital transformation - and they're on the lookout for an experienced Helpdesk Manager to lead their internal IT support function.

This isn't just a "keep the lights on" kind of role. You'll be front and centre in driving operational efficiency, supporting end-users, managing change requests, and helping shape an IT environment built for scale. This company is renowned for its positive culture, growth mindset, and commitment to innovation - including AI integration and cutting-edge Microsoft technologies.

Day-to-Day

• Leading and managing the day-to-day operations of the IT Helpdesk
• Ensuring timely resolution of support tickets and change requests
• Acting as the go-to escalation point for complex technical issues
• Collaborating with Business Improvement and IT teams on wider projects
• Supporting staff with hardware/software setups, onboarding/offboarding, and events
• Maintaining internal documentation and knowledge bases
• Analysing trends in support tickets to drive continuous improvement
• Managing external vendor relationships when needed

Key Performance Indicators (KPIs)

• Ticket closure rate and SLA adherence
• Volume of completed change requests
• Team satisfaction and feedback scores

YOU?

• Proven experience managing a helpdesk or IT support function
• Excellent communication and problem-solving skills
• Solid understanding of helpdesk tools (e.g., Jira) and ITIL practices
• A passion for customer service and improving user experience
• Experience with Microsoft technologies, including:
• Office 365, Dynamics CRM, Business Central
• Intune, Copilot, and AI tools for troubleshooting
• Full driving license with flexibility to travel between offices

If you're a driven, customer-focused IT leader ready to take ownership of a critical function and be part of an exciting growth story - I'd love to hear from you!

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