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IT Helpdesk Manager

  • Post Date: 04 Nov 2025
  • Location: Scrivens House

Job Purpose

To lead and manage the IT Helpdesk team, ensuring the delivery of high-quality technical support services to internal users. The role involves overseeing day-to-day operations, improving service levels, managing escalations, and driving continuous improvement in support processes.

Key Responsibilities

  • Team Leadership & Management
    • Supervise and mentor Helpdesk staff, including recruitment, training, and performance reviews.
    • Allocate tasks and manage workloads to ensure timely resolution of support tickets.
    • Foster a customer-focused culture within the team.
  • Service Delivery
    • Ensure SLAs and KPIs are met or exceeded.
    • Monitor ticket queues and prioritise incidents and requests effectively.
    • Manage escalations and complex technical issues.
  • Process Improvement
    • Develop and implement helpdesk procedures and best practices.
    • Identify recurring issues and recommend long-term solutions.
    • Maintain and improve documentation and knowledge base articles.
  • Stakeholder Engagement
    • Act as the primary point of contact for IT support-related queries from other departments.
    • Communicate effectively with users at all levels of technical understanding.
    • Provide regular reports and insights to senior IT leadership.
  • Technical Oversight
    • Maintain a working knowledge of core systems, applications, and infrastructure.
    • Support the rollout of new technologies and upgrades.
    • Ensure compliance with IT policies, including security and data protection.

Person Specification

Essential Skills & Experience

  • Proven experience managing an IT Helpdesk or Service Desk team.
  • Strong understanding of ITIL principles and service management.
  • Excellent troubleshooting and problem-solving skills.
  • Experience with ticketing systems (e.g., HALO,ServiceNow, Freshservice, Zendesk).
  • Strong communication and interpersonal skills.

Desirable

  • Experience in Microsoft 365, Active Directory, Windows OS, and remote support tools.
  • Familiarity with cybersecurity principles and data protection regulations (e.g., GDPR).

Qualifications

  • Degree or equivalent in IT, Computer Science, or related field.
  • Relevant professional certifications (e.g., CompTIA, Microsoft, ITIL).

Working Conditions

  • Office-based
  • May require occasional out-of-hours support or on-call duties.
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