Responsibilities
* Oversee the helpdesk ticketing system, ensuring SLAs and KPIs are met.
* Monitor and report on helpdesk performance metrics and trends.
* Ensure consistent documentation of incidents, resolutions, and procedures.
* Act as an escalation point for complex or high-priority issues.
* Champion a customer‑centric approach within the team, ensuring high levels of customer service are maintained and users are treated as customers.
* Identify opportunities to streamline support processes and improve efficiency.
* Implement best practices and standards for IT support.
* Evaluate and recommend helpdesk tools and technologies.
* Ensure systems are secure, up‑to‑date, and compliant with company policies.
* Responsible for the productivity and efficiency of the team through consistent management of performance, regular feedback and coaching.
* Conduct 1‑2‑1s and quarterly performance reviews with individual team members to provide support and identify development/training needs.
* Set and review objectives for the team and create development plans.
You are an experienced Helpdesk or IT Support leader with a proven track record of managing high‑performing teams in a fast‑paced environment. With a strong technical foundation, you bring advanced analytical and troubleshooting skills that enable you to confidently resolve complex IT issues and guide others in doing the same.
Qualifications
* Proven track record in a leadership role within a helpdesk or IT support environment.
* Strong technical foundation with advanced analytical and troubleshooting capabilities for resolving complex IT issues.
* In‑depth knowledge of Windows desktop, laptop and mobile device support.
* Proficient in Active Directory, Group Policy, Office 365, Intune and remote support tools.
* Solid understanding of networking concepts including TCP/IP, DNS, DHCP and VPN technologies.
* Strong grasp of ITIL principles and IT service management frameworks.
* Excellent communication, interpersonal and problem‑solving skills.
* Exposure to Microsoft Azure and cloud‑based services is advantageous.
* Highly customer‑focused, with strong listening and information‑gathering abilities.
* Good understanding of Office 365 including MS Word, Excel, SharePoint and Outlook.
Benefits
* Discretionary annual bonus plan
* Holiday - 25 days rising to 30 days with length of service
* A day off for your birthday
* A day off for volunteering to support a charity, local support group or community work of your choice
* Private Medical Insurance and access to Healthshield health cash plan – money back for costs associated with everyday healthcare (including optical, dental, medical, prescriptions, physio) and access to medical and wellbeing resources such as a GP service, employee assistance programme and counselling
* Enhanced family leave
* Enhanced pension scheme
* Life insurance
* Discounted Audley trips (for you and your friends & family) and exclusive access to staff travel discount websites
* Wellhub – a wellbeing platform that gives you unlimited, discounted access to top gyms, studios, and wellbeing apps
* Benefits Platform – a reward scheme that gives you discounts and cashback with hundreds of retailers
Location: United Kingdom (Hybrid; London; Witney)
Salary: Circa £50,000 (Dependent on Experience)
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