Helpdesk Manager

IT Champion Ltd; Exeter; Hybrid; GBP 42,000 - 56,000; Full time

Benefits offered by this job

Health Insurance

Pension

Cycle to work

Tech scheme

29 days annual leave

Job summary

IT Champion Ltd. is an Exeter-based technology and IT service business providing managed IT support with a hybrid workplace. The Helpdesk Manager will coordinate IT support tickets, prioritise resources, and oversee day-to-day team operations to deliver exceptional service.

You will act as the critical link between clients, support engineers and management, ensuring escalation handling, authorisation workflows and client expectations are met in a fast-paced MSP environment.

Qualifications

• Experience coordinating IT helpdesk tickets in an MSP environment.
• Strong organisational and process-driven approach.
• Proven ability to manage client expectations and lead a small team.

Responsibilities

• Own ticket prioritisation, escalation handling and authorisation workflows.
• Coordinate day-to-day team activities and resource allocation.
• Act as a bridge between clients, engineers and management to ensure service excellence.

Skills

Ticket prioritisation

Escalation handling

People management

Client management

Organisation

Process improvement

Job description

Since 2009, we've been proud to be recognised as one of the fastest-growing IT managed support providers in the South West region. We offer comprehensive and competitive Managed IT Support that includes an open and transparent approach and has the region's only Zero Risk Guarantee.

We're an Exeter-based technology and IT service business that supports hundreds of organisations and thousands of people. We are fast-growing, have an excellent reputation and have a best-in-class client and colleague retention rate.

Based out of our city centre offices in Exeter and operating a modern, hybrid workplace, join a fast-paced Managed Service Provider (MSP) and work with companies with a handful of users, all the way up to large enterprise-sized businesses, educational organisations, and charities with thousands of users worldwide.

What's needed

The Helpdesk Manager is responsible for the effective coordination of IT support tickets, ensuring the right resources are deployed at the right time to deliver exceptional service. This role acts as a critical control point between clients, support engineers, and management, owning ticket prioritisation, escalation handling, authorisation workflows, and day-to-day team oversight.

The ideal candidate is highly organised, process-driven, and confident in managing both people and client expectations in a fast-paced MSP environment.

• Stability and Growth - A business with deep roots and a clear future
• Career Development - Funded training, certs, and exposure to varied projects
• Team Spirit - Work alongside friendly, knowledgeable people who have your back
• Flexibility

What we offer as a responsible employer

• Organically growing year on year, offering stability and opportunities to progress
• Established for 15 years +
• A growing team of around 30 people
• Fantastic client and colleague retention
• Use of the latest technology
• Be part of a highly ambitious team
• Company subsidised pension
• Health Insurance
• Cycle to work and tech scheme approved
• 29 days of annual leave

Due to the nature of this role, we are unable to consider applicants unwilling or unable to work from our Exeter office.