IT Helpdesk Manager

Location: Horsham
Salary: Up to £50,000 DOE

We're recruiting on behalf of a growing Managed Service Provider looking to appoint an experienced IT Helpdesk Manager to lead and develop its technical support function.

This is a fantastic opportunity for an individual with a proven background managing support teams within an MSP environment. You'll be responsible for leading a team of 5 engineers, acting as the senior technical escalation point, and helping drive the continued growth of the service desk as the business expands.

The Role

As IT Helpdesk Manager, you will:

Manage, mentor and develop a team of 5 Helpdesk Engineers.
Act as the primary escalation point for complex technical issues.
Ensure service levels and KPIs are consistently achieved.
Oversee ticket management, resource allocation and workload distribution.
Drive continual service improvement across the helpdesk function.
Implement and improve support processes, procedures and documentation.
Support the recruitment and onboarding of new engineers as the team grows.
Work closely with senior leadership to deliver exceptional customer service.

Essential Requirements

Previous experience managing or leading a technical support/helpdesk team within an MSP environment.
Strong technical background across Microsoft technologies, desktop support, networking and infrastructure.
Experience acting as an escalation point for 2nd and 3rd line technical issues.
Strong understanding of SLAs, KPIs and service delivery best practices.
Excellent people management, coaching and leadership skills.
Ability to remain hands-on technically when required.
Strong customer-facing and stakeholder management experience.

What's on Offer?

Salary up to £50,000 DOE.
Opportunity to join a growing MSP with ambitious expansion plans.
Chance to shape and develop a growing helpdesk function.
Mix of leadership, strategy and hands-on technical involvement.
Genuine career progression opportunities.

The client is looking to fill this opportunity immediately, so please apply ASAP or feel free to drop me an email with any questions to owen @ serlimited . com.

SER-IN