IT Infrastructure & Helpdesk Manager

The Access Bank UK; Northwich; On-site; GBP 45,000 - 65,000; Full time

Job summary

A leading financial institution in Northwich seeks an IT Infrastructure and Helpdesk Manager. You will lead the helpdesk team, ensuring excellent service delivery and fostering team development. The ideal candidate will have at least 5 years of experience in IT support management, along with strong skills in IT infrastructure. Enjoy a competitive salary, discretionary bonuses, and a comprehensive benefits package including pension contributions and generous holiday entitlements.

Benefits

Discretionary performance-related bonus

10% pension contribution

25 days holiday plus bank holidays

Qualifications

• Minimum 5 years’ experience in IT helpdesk or support management.
• Proven experience in people management and team development.
• Strong technical background in IT infrastructure and networks.

Responsibilities

• Lead and manage the IT helpdesk and support operations.
• Monitor service performance and implement improvements.
• Act as key escalation point for technical issues.

Skills

People management

IT infrastructure knowledge

Analytical skills

Problem-solving

Communication skills

Education

Degree in Computer Science or related field

Job description

IT Infrastructure and Helpdesk Manager

An exciting opportunity has arisen for a team player to join the Bank during a period of significant growth. We are looking for an experienced IT Infrastructure and Helpdesk Manager to work within the IT Helpdesk team in Northwich.

The Access Bank UK Ltd has a strong presence across Africa, Europe, and key global markets including France, Malta, Hong Kong, and Dubai. Joining Access Bank offers unparalleled exposure to international finance, allowing professionals to work closely with diverse teams and markets across continents. This dynamic environment provides invaluable experience in cross-border banking operations, global trade, and sustainable finance. You will be part of an Investors In PeoplePlatinumaward winning organisation.

About the role:

Team Leadership & People Development

• Lead, inspire, and manage team, creating an inclusive and supportive culture that promotes high performance, professional growth, and accountability.
• Actively mentor team members, providing regular coaching, development plans, and career progression guidance to enhance individual and team capabilities.
• Set clear, measurable objectives through ongoing performance evaluations and regular one-to-one meetings, offering constructive and developmental feedback.
• Identify skills gaps and training needs within the team, coordinating relevant learning opportunities and certifications to build a future-ready IT support function.
• Foster a culture of collaboration, knowledge sharing, and continuous improvement, encouraging innovation and empowering team members to take ownership of their work.

Operational & Service Delivery Management

• Oversee day-to-day operations of the IT helpdesk and infrastructure support, ensuring prompt and effective resolution of technical issues in line with SLAs.
• Embed best practices and service standards through the implementation and refinement of clear policies and procedures across helpdesk and infrastructure teams.
• Monitor service performance using KPIs and customer feedback, using insight to drive continuous improvement and training.
• Build strong relationships with third-party IT vendors, managing contracts and service delivery to ensure value and alignment with Bank requirements.
• Ensure systems across the Bank's IT estate – including servers, storage, and networks – are robust, secure, and operating at optimal performance.
• Collaborate closely with the IT Development team to ensure integrated, seamless support services and project delivery.
• Champion cybersecurity by ensuring strong controls are in place, including patch management, updates, and compliance with internal policy.
• Take the lead on infrastructure projects and improvements, including upgrades, system migrations, and process enhancements.
• Oversee the helpdesk ticketing system, ensuring service requests are tracked, prioritised, and resolved effectively. Maintain comprehensive support documentation.
• Support Facilities management in collaboration with the Facilities Coordinator, ensuring Bank premises and infrastructure needs are met and well-documented.

Stakeholder Engagement & Communication

• Act as the key escalation point for complex technical and service issues, ensuring they are resolved efficiently and to stakeholder satisfaction.
• Proactively engage with internal departments to understand IT support requirements, translating these into service improvements and team objectives.
• Provide regular, clear updates to senior leadership on team performance, project progress, risks, and planned initiatives.

About you

• Proven people management experience, including recruitment, performance management, mentoring, and developing high-performing technical teams.
• Solid knowledge in Computer Science, Information Technology, or a related field with a focus on infrastructure and support technologies.
• Minimum 5 years’ experience in IT helpdesk or support management, with a strong track record of delivering high-quality, user-focused support services.
• Demonstrated ability to lead and inspire IT support teams, fostering a collaborative, service-oriented culture and driving continuous improvement.
• Strong technical background in IT infrastructure, networks, desktop support, and helpdesk systems, with the ability to guide technicians and resolve complex issues.
• Excellent analytical and problem-solving skills, with the ability to remain calm and decisive under pressure and during critical incidents.
• Outstanding communication and interpersonal skills, capable of building strong relationships across the organisation and engaging effectively with technical and non-technical users.
• Sound understanding of business operations and IT alignment, with the ability to translate business needs into technical solutions and support strategies.
• Customer-focused mindset, with a commitment to providing responsive, efficient, and user-friendly IT support services.
• High degree of adaptability and resilience, with the capability to manage changing priorities, technologies, and user expectations in a fast-paced environment.

Why work with The Access Bank UK Ltd?

At The Access Bank UK we are committed to helping our employees reach their full potential through providing continuous learning opportunities and the tools and training to help them grow.

We encourage a sense of individual ownership whilst fostering team spirit and are firmly committed to the diversity of our workforce. We are proud to have achieved theInvestors in People Platinumaccreditation, which is recognised across the world as a mark of excellence.

We are guided by ourCore Values:

• Excellence
• Innovation
• Passion for Customers
• Professionalism
• Empowered Employees
• Leadership

Benefits

As well as a competitive salary, you’ll enjoy a benefits package that you can tailor to your needs.

Eligible for a discretionary performance-related annual bonus

We put 10% of salary into your pension, even if you don’t contribute yourself.

25 days’ holiday plus bank holidays, which increases to 27 days after 2yrs service, and 29 days after 5 years

Company funded Employee Assistance Programme

Benefits supporting you and your family, such as death-in-service benefit

Share in Access Bank success by investing in our share plans after 5 years of service

As an equal opportunities employer, The Access Bank UK Ltd is committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join The Access Bank UK Ltd