Help Desk Manager

IT Help Desk Manager, Microsoft Stack, O365 Help Desk Manager of a bustling IT helpdesk. Responsible for managing and mentoring a well-established, highly talented team of IT support helpdesk engineers both 1st / 2nd line support ensuring the day-to-day efficient operation of the IT technical support team in a bustling, fast paced, highly collaborative environment, generating around 4-5k tickets per month! Techstack: Microsoft Techstack, Windows Servers, Active Directory, Office 365, Azure mix of on-prem and cloud other technologies. This role would suit someone with strong technical background, someone with a can-do attitude, who is proactive who can critically assess IT helpdesk operations, identify opportunities for improvement and drive initiatives around automation and self-service solutions. Troubleshoot complex technical issues and provide solutions to high standards. ITIL awareness is highly advantageous, as you will be implementing and managing ITIL best practises to ensure efficient incident, problem and change management. Ensuring compliance with ITIL best practises and continuously improving service delivery. Previous leadership / and hands on management experience is essential as you will be responsible for the team daily. You will organise regular performance reviews, creating personal development plans for the IT support team members. Working with all levels of the business, to develop & maintain relationships. Understanding colleagues needs - preparing and presenting reports on helpdesk performance, project status and key initiatives to senior management. This is an excellent opportunity for someone with great leadership abilities and previous experience of managing a large IT Support Team/s. A real leader, who can motivate, inspire, drive, and encourage staff, working to deliver exceptional customer service and maintain high levels / SLA’s with both colleague and customer satisfaction. Office based role, based in Stoke on Trent however the client have offices throughout the UK

Location: Stoke-on-Trent, GB

Posted Date: 7/16/2025