Helpdesk Manager - Managed Service Provider (MSP)
?? Location: Hull
?? Salary: Up to £40,000 per annum (depending on experience)
?? Full-time, Permanent
About Us
We're a fast-paced and growing Managed Service Provider (MSP) delivering high-quality IT support and solutions to a diverse client base. Our success comes from our commitment to technical excellence, proactive service, and a strong team culture. We're now looking for a Helpdesk Manager to lead our 1st and 2nd Line Support teams, ensuring smooth delivery of support services and outstanding customer experience.
The Role
As Helpdesk Manager, you will be responsible for both the operational and technical performance of our service desk. You'll mentor and develop the team, manage escalations, and work closely with clients and internal stakeholders to deliver a first-class support service.
This role is hands-on and varied - you'll combine leadership with technical delivery, client relationship management, and involvement in key projects.
Key Responsibilities
Team Leadership & Development: Lead, coach, and mentor 1st and 2nd Line Engineers, promoting a positive, learning-focused culture.
Technical Escalations: Act as a senior escalation point for complex technical issues, ensuring timely resolution and minimal client disruption.
Service Delivery: Oversee day-to-day helpdesk operations to meet SLAs and maintain high service standards.
Client Management: Build strong relationships with clients, acting as a point of contact for escalations, feedback, and service improvement.
Process Improvement: Continuously review and enhance helpdesk processes, documentation, and workflows.
Project Involvement: Support and lead elements of IT projects, deployments, and system upgrades.
Reporting & KPIs: Monitor team performance metrics and provide management reports on service levels and client satisfaction.
About You
We're looking for a proactive, hands-on leader with a passion for service delivery and people development.
Essential Skills & Experience:
Previous experience in a similar Helpdesk / Service Desk Manager role, ideally within an MSP environment.
Strong understanding of Microsoft 365, Windows Server, networking, and remote support tools.
Excellent leadership and communication skills, with a proven ability to mentor and motivate teams.
Confident handling client relationships and managing expectations at all levels.
Strong problem-solving and organisational skills with a focus on continuous improvement.
What We Offer
Competitive salary up to £40,000 per annum.
Career development opportunities in a growing MSP.
Supportive, collaborative team culture.
Ongoing training and certification support.
[Add company-specific benefits - e.g., pension, hybrid working, private healthcare, etc.]
Ready to lead, mentor, and make a real impact?
Apply today with your CV and join a forward-thinking MSP where your technical and leadership skills will shine.
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