IT Infrastructure & Helpdesk Manager

The Access Bank UK Limited; Northwich; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading international bank is seeking an experienced IT Infrastructure and Helpdesk Manager in Northwich. You will lead the IT Helpdesk team, manage day-to-day operations, and oversee technical support services to ensure high-quality service delivery. The ideal candidate has extensive experience in managing IT support teams and a strong technical background in infrastructure. This role offers a competitive salary and extensive benefits including a performance-related bonus, generous pension contributions, and opportunities for personal development.

Benefits

Discretionary performance-related annual bonus

10% salary pension contribution

25 days holiday plus bank holidays

Qualifications

• Minimum 5 years experience in IT helpdesk or support management.
• Strong technical background in IT infrastructure and desktop support.
• Ability to lead and inspire IT support teams.

Responsibilities

• Lead and manage team creating a high-performance culture.
• Oversee day-to-day operations of IT helpdesk and infrastructure support.
• Take lead on infrastructure projects and improvements.

Skills

People management

Customer-focused mindset

Analytical skills

Technical background in IT infrastructure

Problem-solving skills

Education

Degree in Computer Science or Information Technology

Tools

Helpdesk systems

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 People Platinum award 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 the Investors in People Platinum accreditation, which is recognised across the world as a mark of excellence.

We Are Guided By Our Core Values

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

Benefits

As well as a competitive salary, youll 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 dont 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

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