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IT Helpdesk Manager
Job Posted: a day ago
Salary: £ 33,000 - 38,000 / Annum
Job Type: Permanent
Location: Coulsdon, London
Expire in: a month
Job Description
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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