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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!
48799CC
INDFIR
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