IT Helpdesk Manager

The Portfolio Group; Greater London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A rapidly growing organization in Greater London seeks an experienced Helpdesk Manager to lead their IT support function. This pivotal role focuses on driving operational efficiency and enhancing user experience through effective helpdesk management. The ideal candidate will have a strong background in managing IT support teams, excellent communication skills, and experience with Microsoft technologies. This company fosters a positive culture and commitment to innovation.

Qualifications

• Experience managing IT support teams with a focus on customer satisfaction.
• Strong verbal and written communication skills.
• Ability to prioritize and manage multiple tasks effectively.

Responsibilities

• Lead and manage the day-to-day operations of the IT Helpdesk.
• Ensure timely resolution of support tickets and change requests.
• Act as the go-to escalation point for complex technical issues.
• Collaborate with IT teams on wider projects.
• Support staff with hardware/software setups and onboarding.

Skills

Proven experience managing a helpdesk or IT support function

Excellent communication and problem-solving skills

Solid understanding of helpdesk tools (e.g., Jira)

Passion for customer service and improving user experience

Experience with Microsoft technologies

Tools

Office 365

Dynamics CRM

Business Central

Intune

AI tools for troubleshooting

Job description

I'm currently partnering with a rapidly growing, forward-thinking organisation that's investing heavily in digital transformation - and they're on the lookout for an experienced Helpdesk Manager to lead their internal IT support function.

This isn't just a "keep the lights on" kind of role. You'll be front and centre in driving operational efficiency, supporting end-users, managing change requests, and helping shape an IT environment built for scale. This company is renowned for its positive culture, growth mindset, and commitment to innovation - including AI integration and cutting-edge Microsoft technologies.

Day-to-Day

• Leading and managing the day-to-day operations of the IT Helpdesk
• Ensuring timely resolution of support tickets and change requests
• Acting as the go-to escalation point for complex technical issues
• Collaborating with Business Improvement and IT teams on wider projects
• Supporting staff with hardware/software setups, onboarding/offboarding, and events
• Maintaining internal documentation and knowledge bases
• Analysing trends in support tickets to drive continuous improvement
• Managing external vendor relationships when needed

Key Performance Indicators (KPIs)

• Ticket closure rate and SLA adherence
• Volume of completed change requests
• Team satisfaction and feedback scores

YOU?

• Proven experience managing a helpdesk or IT support function
• Excellent communication and problem-solving skills
• Solid understanding of helpdesk tools (e.g., Jira) and ITIL practices
• A passion for customer service and improving user experience
• Experience with Microsoft technologies, including:
• Office 365, Dynamics CRM, Business Central
• Intune, Copilot, and AI tools for troubleshooting
• Full driving license with flexibility to travel between offices

If you're a driven, customer-focused IT leader ready to take ownership of a critical function and be part of an exciting growth story - I'd love to hear from you!

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