IT Helpdesk Manager

TieTalent; Horley; On-site; GBP 45,000 - 60,000; Full time

Job summary

A forward-thinking organization in Horley is seeking an experienced Helpdesk Manager to lead their IT support function. This role focuses on operational efficiency, managing change requests, and supporting end-users with sophisticated Microsoft technologies. The ideal candidate has a proven background in helpdesk management, excellent problem-solving skills, and a passion for enhancing user experience. Join a positive culture committed to digital transformation and innovation.

Qualifications

• Experience managing a helpdesk or IT support function.
• Excellent communication and problem-solving skills.
• Solid understanding of helpdesk tools and ITIL practices.

Responsibilities

• Leading and managing the day-to-day operations of the IT Helpdesk.
• Ensuring timely resolution of support tickets and change requests.
• Collaborating with Business Improvement and IT teams.

Skills

Proven experience managing a helpdesk or IT support function

Excellent communication and problem-solving skills

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

A passion for customer service

Experience with Microsoft technologies (Office 365, Dynamics CRM)

Tools

Jira

ITIL

InTune

Job description

About

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! 48799CC INDFIR

Nice-to-have skills

• ITIL
• JIRA
• InTune
• Horley, England, United Kingdom
  
  

Work experience

• Systems Administrator
  
  

Languages

• English