Helpdesk Manager

Ashdown Group; City Of London; Hybrid; GBP 54,000 - 66,000; Full time

Benefits offered by this job

Hybrid working

One day work from home

Salary up to £60,000

Job summary

Ashdown Group is seeking a hands-on Helpdesk Manager for a hybrid role based at our London City office. You will shape a service desk from the ground up, lead a small team and own platform design, workflows, SLAs, automation and reporting.

The role combines day-to-day leadership with technical support, focusing on service quality, user experience and operational efficiency. ITIL Foundation experience is beneficial.

Qualifications

• Hands-on IT Helpdesk/IT Support experience.
• Experience leading or mentoring IT staff.
• Familiarity with Microsoft 365, Entra ID and Windows environments.

Responsibilities

• Lead and develop the Helpdesk team, managing workload and performance.
• Prioritise tickets and ensure resolution within SLAs.
• Escalate complex issues and coordinate with stakeholders at all levels.
• Design and rollout the new ITSM platform and its workflows.
• Create dashboards, KPIs and knowledge articles to improve service quality.
• Drive adoption of the new platform and enhance user experience.

Skills

IT Helpdesk

Team Leadership

ITSM knowledge

Microsoft 365

Entra ID

Windows desktop

Escalation management

Customer focus

Education

ITIL Foundation

Tools

ITSM platforms

Job description

We’re seeking a hands-on Helpdesk Managerfor our client, a global investment company. This is an exciting opportunity to shape a service desk from the ground up, taking ownership of the platform’s design, workflows, SLAs, automation and reporting, while leading and developing a small team. This is a hybrid role based at the company’s London City office.

The position combines day-to-day team leadership and technical support with a real focus on improving service quality, user experience and operational efficiency.

Key responsibilities

• Manage the Helpdesk team, overseeing workload, priorities and performance.
• Ensure tickets are appropriately prioritised and resolved within agreed SLAs.
• Act as the escalation point for complex technical issues and user concerns.
• Lead the configuration and rollout of the new ITSM platform.
• Design ticket queues, categories, workflows, escalation processes and automation.
• Develop service reporting, dashboards, KPIs, knowledge articles and procedures.
• Drive adoption of the new platform and continuously improve service delivery.
• Coach and develop team members, promoting excellent customer service standards.

You will have

• Strong experience in an IT Helpdesk or IT Support environment.
• Previous experience leading, supervising or mentoring IT support colleagues.
• Good knowledge of Microsoft 365, Entra ID and Windows desktop environments.
• Experience with IT ticketing or ITSM platforms and incident management processes.
• Excellent organisation, prioritisation and problem-solving skills.
• Strong communication skills and a customer-focused approach.
• Confidence managing escalations and working with stakeholders at all levels.
• ITIL Foundation or equivalent practical experience would be beneficial

The salary for this role is paying up to £60,000 plus benefits and is offered with a hybrid work pattern of one day a week working from home.