IT Helpdesk Manager

IT Helpdesk Manager

• Location: South Wales (Office based)
• Salary: £50,000 per annum
• Industry: IT Managed Service Provider
• Position Type: Full-time

The Role

We are recruiting for a rapidly expanding Managed Service Provider (MSP), who is seeking an experienced and inspiring IT Helpdesk Manager.

In this pivotal role, you will lead a dedicated team of IT Specialist Team Leaders and IT Specialist Engineers, ensuring the delivery of high-quality service and support to external business partners. While this is a leadership position and you will not be actively resolving day-to-day helpdesk tickets, having strong, up-to-date technical expertise is essential. A robust foundation in Microsoft 365, networking, and infrastructure is vital for establishing immediate credibility and earning the buy-in of the highly skilled engineers under your leadership.

Why This Role Stands Out

If you are looking for an environment that actively invests in your professional future, this is it. Our client stands out in the MSP space by offering:

• Rapid Progression & New Teams: Due to exceptional business growth, new technical teams are being formed on a regular basis. This continuous expansion creates a wealth of immediate and long-term promotion opportunities.
• Fully Funded Professional Qualifications: They don’t just encourage learning; they back it up. The company fully funds your professional exams and crucially provides dedicated, paid time away from the helpdesk to prepare for them.
• Instant Access to Management Training: From day one, you will have immediate enrolment into a structured management training program. This bespoke development path is utilised by all managers and senior executives across the business, serving as a testament to their genuine commitment to investing in their staff.

Key Responsibilities

Reporting directly to the Head of Service, your core focus will cover:

• Leadership & Culture: Lead and inspire a team of IT professionals, actively fostering a collaborative, supportive environment where team morale and a positive workplace culture are paramount.
• Team Development: Mentor Team Leaders to effectively manage day-to-day operations, deliver constructive feedback, and provide ongoing coaching. Develop and implement structured training programmes to support continuous professional development.
• Partner Collaboration: Champion a partner-centric approach to service delivery, ensuring exceptional customer satisfaction. Work closely with partners to understand their business goals and provide strategic technical guidance.
• Technical Credibility: Serve as a knowledgeable technical sounding board for the team. Ensure the correct resources, tools, and talent are aligned to provide world-class service without needing to be on the tools yourself.
• Performance & Reporting: Establish clear KPIs and performance metrics to monitor team success, regularly presenting data-driven insights to the director and executive management teams.
• Innovation: Stay ahead of industry trends and emerging technologies, making proactive recommendations for service enhancements.

What We Are Looking For

The ideal candidate will bring a blend of leadership acumen, a commercial mindset, and a strong technical background:

• Experience: A solid ICT background ideally within an MSP environment, however In House Helpdesk management is also fine. What is important is a proven experience leading and managing technical teams.
• Technical Foundation: Up-to-date knowledge and a strong base of technical support experience within Microsoft 365, networking, infrastructure, virtualisation, SharePoint, Azure, backup solutions, and security firewalls.
• Soft Skills: A positive, can-do attitude, a naturally supportive leadership style, and exceptional verbal and written communication skills that command respect from technical peers.
• Operations: Experience working with CRMs and comprehensive IT documentation solutions.
• Commercial Awareness: Comfortable with business operations, including cost analysis and budget preparation.
• Requirements: A full UK driving licence

Benefits & Rewards

Our client believes in rewarding hard work with an excellent benefits package designed to support your life inside and outside of work:

• Equity: Inclusion in a Senior EMI Share Equity Scheme.
• Work-Life Balance: Your birthday off, plus additional paid days off for major life milestones (e.g., weddings, moving house, a child's first day at school, or religious holidays).
• Giving Back: A dedicated "Give Back Day" annually to support a charity of your choice.
• Perks & Socials: Access to Perkbox (discounts on gym memberships, shopping, etc.), regular social events, and team-building opportunities.
• Growth: Structured pathways for ongoing professional development, fully-funded exams, study time, and immediate entry into the internal management training academy.