Helpdesk Support Manager

TecSec Services; Sheffield; On-site; GBP 30,000 - 60,000; Full time

Job summary

Join a forward-thinking company as a Helpdesk Support Manager, where your leadership will guide a dedicated IT team in delivering exceptional support services. This dynamic role offers the chance to work closely with a passionate group, ensuring the security and efficiency of IT operations. You'll oversee ticket management, provide hands-on support, and contribute to the professional development of your team members. With a commitment to continuous improvement and a supportive environment, this is the perfect opportunity for someone eager to make a significant impact in a growing organization. If you thrive in a collaborative setting and are ready to take on new challenges, we welcome your application!

Qualifications

• Experience in 2nd line support and managing IT teams.
• Strong knowledge of cyber security practices and tools.

Responsibilities

• Lead the IT team and manage the Helpdesk operations.
• Provide 2nd and 3rd line support, ensuring quick responses to clients.

Skills

People Management

IT Support

Cyber Security

Ticketing System Experience

Office 365 Knowledge

Network Troubleshooting

Education

Relevant IT Certification

Tools

Microsoft Server (2016 onward)

SharePoint

Teams

EntraID Security Features

Job description

Thank you for taking your time to read about this Helpdesk Support Manager opportunity with TecSec Services based in Sheffield.

Are you an experienced people manager within the IT Sector?

Do you have experience providing remote and on-site IT support services for clients?

Are you passionate about cyber security and understand the importance of making sure technology is secure?

Do you have experience in a 2nd line support role using a ticketing system?

Would you rather be part of a small organisation where everyone knows each other than a large company where you’re just a number on payroll?

Would you like to be part of a growing company and develop in this role?

Are you keen to develop your skills within a company where continuous professional development is the norm?

If you’re reading the above and answering yes, yes, yes, this new role at TecSec could be the perfect opportunity for you!

TecSec is a Sheffield based IT and Trusted Technology Partner supporting SMEs both locally and nationwide for over 25 years. Born from the partnership between Managing Director Morton Bell and Technical Director Phill McManus, TecSec are passionate about ensuring secure managed IT for all their clients.

TecSec are currently in the process of relocating from St James House, Sheffield to Meadowcourt beside Meadowhall where this role will be based. With the new office close to Meadowhall there are fantastic public transport links including bus, tram and train or, there is plenty of parking close by.

This role is a key part of TecSec’s daily operations, not only will you be the primary contact for 2nd and 3rd line support issues, but you will also lead the IT team and ensure the Helpdesk is running as smoothly as possible.

But, what might a typical day look like as TecSec’s Helpdesk Support Manager?

1. Getting to the office in the morning, saying hello to Morton and Phill. Then, catching up with the IT team (we currently have a team of five members, but with our growth plans, this number will expand further), making sure that everyone is okay and seeing if there is anything anyone would like some extra support with.
2. As tickets come in you may have a 2nd or 3rd line incident that gets escalated to yourself to solve, or you might just be supporting the team and managing the live incidents to make sure customers are being responded to quickly.
3. After lunch, you might have a quiet hour. Here, you might decide to take some time to work on a project or look at ways to help the team with their training and development.
4. More service requests may come in, you might spend most of the afternoon allocating tickets to the team, making sure everyone has what they need, and being on hand to provide further support.
5. You also need to set aside time each day to monitor client and staff reports and performance to ensure everything is managed, maintained, and reported correctly.
6. Before you leave for the day, you might make sure some hardware is ready and packaged to be picked up by a courier first thing the next morning.

In this dynamic role, every day is likely to be different but the one thing that will always stay the same is TecSec’s commitment to ensuring security and safety in everything they do. Every member of the IT team is a qualified Cyber Essentials Assessor, or on their way to becoming one.

As well as being a strong team leader, TecSec are looking for the following key skills:

• Knowledge of Office 365 product suite & licenses including SharePoint, Teams, and EntraID security features (MFA, Intune, Conditional Access).
• Knowledge of Microsoft Server operating systems (2016 onward).
• Network knowledge and troubleshooting skills (LAN, WAN, VPN, TCP/IP, DNS).

Working in an SME, it’s important to know and understand that each and every member of the team plays a key part and rolls up their sleeves when needed!

If this sounds like just the challenge you’re looking for, then we welcome your application! Please apply via Indeed via the link highlighted below.

The first stage in our process is a Teams chat of 15 mins once some initial application questions have been answered.

Please note Oliver King Consulting is working in partnership with TecSec in the recruitment for this role, and as a result TecSec will not be considering any CV’s sent by recruitment agencies.

This role has been posted under a few different job titles in order to attract a wider range of applications, please only apply once!

Committed to equality, diversity & inclusion
TecSec is committed to encouraging equality, diversity and inclusion among our workforce, and eliminating unlawful discrimination. The aim is for our workforce to be truly representative of all sections of society and our customers, and for each employee to feel respected and able to give their best.