Helpdesk Manager

We’re seeking a hands-on Helpdesk Manager for our client, a global investment company. This is an exciting opportunity to shape a service desk from the ground up, taking ownership of the platform’s design, workflows, SLAs, automation and reporting, while leading and developing a small team. This is a hybrid role based at the company’s London City office.

The position combines day-to-day team leadership and technical support with a real focus on improving service quality, user experience and operational efficiency.

Key responsibilities

• Manage the Helpdesk team, overseeing workload, priorities and performance.
• Ensure tickets are appropriately prioritised and resolved within agreed SLAs.
• Act as the escalation point for complex technical issues and user concerns.
• Lead the configuration and rollout of the new ITSM platform.
• Design ticket queues, categories, workflows, escalation processes and automation.
• Develop service reporting, dashboards, KPIs, knowledge articles and procedures.
• Drive adoption of the new platform and continuously improve service delivery.
• Coach and develop team members, promoting excellent customer service standards.

You will have

• Strong experience in an IT Helpdesk or IT Support environment.
• Previous experience leading, supervising or mentoring IT support colleagues.
• Good knowledge of Microsoft 365, Entra ID and Windows desktop environments.
• Experience with IT ticketing or ITSM platforms and incident management processes.
• Excellent organisation, prioritisation and problem-solving skills.
• Strong communication skills and a customer-focused approach.
• Confidence managing escalations and working with stakeholders at all levels.
• ITIL Foundation or equivalent practical experience would be beneficial

The salary for this role is paying up to 60,000 plus benefits and is offered with a hybrid work pattern of one day a week working from home.