Helpdesk Manager

Helpdesk Manager / Helpdesk Team Leader – Watford - £50,000+ HYBRID

Our client is a Global market-leader and they are seeking an experienced IT Helpdesk Manager / Helpdesk Team Leader to lead a team of support engineers whilst remaining actively involved in the technical delivery of services.

This role offers an excellent opportunity for an experienced Senior 3rd Line Engineer, Technical Team Lead, or Service Desk Supervisor looking to take the next step into management. You'll have the opportunity to develop your leadership skills whilst maintaining hands-on involvement in complex technical escalations and service improvement initiatives.

The Role

Leading a team of 7 - 10 support engineers, you will be responsible for the day-to-day management of the Helpdesk function, ensuring high levels of customer satisfaction, technical excellence, and service delivery performance.

Acting as the senior technical escalation point, you will provide guidance and support on complex issues whilst helping to drive continuous improvement across people, processes, and technology.

Key Responsibilities:

• Act as the primary 3rd Line escalation point for complex technical issues and high-priority incidents.
• Provide hands-on technical support where required, leading from the front and setting technical standards.
• Take ownership of major incidents, coordinating communication, escalation, and resolution activities.
• Review ticket quality, troubleshooting methodologies, and customer interactions to identify development opportunities.

The ideal candidate Must have the following experience:

• Experience working in a HelpDesk
• Customer focused
• Has used Jira Service Management in a Helpdesk environment
• Able to manage and mentor junior staff
• Can triage and resolve L1/L2 tickets, and escalate to others where necessary
• Able to communicate effectively with all stakeholders, including Board-level staff
• Core fleet under support is Windows notepads, less Unix and Mac devices.

Salary:              £50,000 - £60,000
Benefits:           Hybrid / Excellent Benefits / Bonus
Location:          Watford / Hertfordshire

If this sounds of interest, please apply now and Lee Smith from Prize Placements will be in touch ASAP.