Helpdesk Manager

We’re seeking a hands-on Helpdesk Managerfor our client, a global investment company. This is an exciting opportunity to shape a service desk from the ground up, taking ownership of the platform’s design, workflows, SLAs, automation and reporting, while leading and developing a small team.

This is a hybrid role based at the company’s London City office. The position combines day-to-day team leadership and technical support with a real focus on improving service quality, user experience and operational efficiency.

Key responsibilitiesManage the Helpdesk team, overseeing workload, priorities and performance. Ensure tickets are appropriately prioritised and resolved within agreed SLAs.Act as the escalation point for complex technical issues and user concerns.

Lead the configuration and rollout of the new ITSM platform. Design ticket queues, categories, workflows, escalation processes and automation. Develop service reporting, dashboards, KPIs, knowledge articles and procedures.

Drive adoption of the new platform and continuously improve service delivery. Coach and develop team members, promoting excellent customer service standards. You will have Strong experience in an IT Helpdesk or IT Support environment.

Previous experience leading, supervising or mentoring IT support colleagues. Good knowledge of Microsoft 365, Entra ID and Windows desktop environments. Experience with IT ticketing or ITSM platforms and incident management processes.

Excellent organisation, prioritisation and problem-solving skills. Strong communication skills and a customer-focused approach. Confidence managing escalations and working with stakeholders at all levels.ITIL Foundation or equivalent practical experience would be beneficialThe salary for this role is paying up to 60,000 plus benefits and is offered with a hybrid work pattern of one day a week working from home.

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