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IT Helpdesk Manager

£50000 - £55000.00 per annum
Sam Mathieson


Sam Mathieson

Our client based in North West Leeds is a global organisation specialising in Consultancy services. They are now looking for an experienced IT Helpdesk Manager to join their team team on a Fixed Term Maternity Cover Contract to start as soon as possible until August 2023.

Overall requirement & purpose:

The IT Helpdesk Manager is required to oversee the timely delivery of a quality technical support

service to the global business and manage the day-to-day operations of the global Help Desk.

Responsibilities will include:

* Liaising with stakeholders in the business and build positive working relationships

* Managing, motivating, and developing the Global IT Support team, including line management


* Point of escalation for the Global IT Team and the business, in and out of hours

* Management and delivery of business support

* Development and enforcement of technical standards, systems, policies, and procedures,

promoting a first-time fix ethos

* Management of the IT Helpdesk to consistently deliver a high level of service across the business,

by focussing on performance, call management, trend analysis etc.

* Introducing and developing innovative ways of working and troubleshooting to reduce business


* Developing a strong relationship with the IT Management team

* Transition of projects into the Global IT Support team

* Managing internal IT projects such as enhancements to the Helpdesk system, monthly business

reconciliation checks etc.

Essential Skills:

* All round IT Helpdesk Manager with at least 3 years' experience in a similar role supporting

6000 staff, managing a global technical team (30 ), and experience of working in an

international business

* Minimum of 10 years' experience in a fast-paced IT support environment with Technical Support

and Infrastructure related skills

* Hands-on experience of managing a helpdesk environment, including call allocations, problem

determination and prioritisation, escalations, general user support etc.

* Delivering a quality IT experience in-line with ITIL best practice, and enhancing the functionality

of an ITSM tool (experience of Freshservice is desirable but not essential)

* Demonstratable experience of developing IT processes, workflows, and automation

* Proven track record of stakeholder management

* Effective project and time management skills

Core Behavioural Skills:

* Strongly customer-focused, experienced in providing support to challenging users.

* Confident individual with good interpersonal skills, able to deal with people at all levels and

communicate to users in a clear non-technical language.

* Analytically minded, able to break down and understand information, and report on findings.

* Ability to report on progress, timescales, outstanding and completed activities.

* Must be comfortable with working in a fast-moving, dynamic business.

* Good organisational skills, used to managing and prioritising own workload.

* Strong people management skills, with the ability to provide constructive feedback and inspire


Salary £50K - £55K DOE

For more details on this opportunity please contact Headway Recruitment or ideally apply now.

Headway Recruitment is acting as an Employment Agency in relation to this vacancy.

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