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Role: IT Helpdesk Manager
Location: Kent (on-site)
Salary: £40,000-£50,000
Permanent, Full-Time
The Company
A well-established managed service provider supporting a broad client base across the UK. The business has recently expanded and is building out its operational leadership team to support continued growth. This is a stable, people-focused environment with a clear structure and strong technical capability behind it.
The Role
We are looking for an organised and capable Helpdesk Manager to take ownership of day-to-day service desk operations. This is primarily a people and process leadership role, you will manage a team of six technicians, ensure work is allocated effectively, and maintain the service standards clients expect. You do not need to be the most technical person in the room, but you will need enough understanding of IT service delivery to coordinate workloads, communicate with technicians, and escalate appropriately.
Key Responsibilities
* Lead daily helpdesk operations - ticket allocation, prioritisation, and workload management across the team
* Manage team performance, attendance, development, and wellbeing through regular one-to-ones and team meetings
* Monitor SLA and KPI performance and produce clear reporting for leadership
* Maintain high standards of ticket hygiene, client communication, and documentation
* Identify process gaps and drive continuous improvement across the service desk
* Coordinate closely with senior technical staff to ensure escalations are handled correctly
* Support recruitment, onboarding, and induction of new helpdesk team members
* Act as an internal coordination point between the helpdesk, technical teams, and leadership
What We're Looking For
* Previous experience managing or supervising a helpdesk, service desk, or similar operational team
* Confident people manager - able to motivate, challenge, and support a small team
* Comfortable with service metrics, ticketing systems, and structured reporting
* Good communicator - written and verbal, across technical and non-technical audiences
* Calm under pressure with a solutions-focused approach
* MSP or IT outsourcing background is a strong advantage
* ITIL knowledge is useful but not required
Salary & Benefits
£40,000-£50,000 depending on experience. On-site role based in Kent.
