IT Infrastructure and Helpdesk Manager
As IT Infrastructure and Helpdesk Manager, you will play a key leadership role in ensuring that the organisation’s technology operations run smoothly, securely, and efficiently. You will lead a high-performing team, oversee infrastructure and service delivery, and drive continuous improvement in user experience and system reliability.
Key Responsibilities
Team Leadership & People Development
* Lead, inspire, and manage the IT Helpdesk team, promoting a culture of inclusion, accountability, and high performance.
* Mentor team members through structured coaching, development plans, and regular feedback.
* Identify training needs and coordinate learning opportunities to enhance skills and build a future-ready IT support function.
* Foster collaboration, knowledge sharing, and continuous improvement across the department.
Operational & Service Delivery Management
* Oversee daily Helpdesk and infrastructure operations, ensuring timely resolution of technical issues in line with SLAs.
* Implement and maintain best practice processes, service standards, and performance metrics (KPIs).
* Manage vendor relationships, contracts, and service delivery to ensure quality and value for money.
* Ensure servers, storage, and networks remain secure, stable, and high-performing.
* Lead infrastructure projects such as system upgrades, migrations, and process enhancements.
* Promote cybersecurity best practices, ensuring compliance with internal policies and controls.
* Manage the helpdesk ticketing system and maintain accurate support documentation.
* Support facilities management to ensure physical and digital infrastructure needs are met.
Stakeholder Engagement & Communication
* Serve as the key escalation point for complex technical issues.
* Engage proactively with internal departments to understand support needs and drive service improvement.
* Provide regular updates to senior leadership on performance, projects, risks, and initiatives.
About You
* Proven experience in managing and developing technical teams within an IT support or infrastructure environment.
* Degree (or equivalent experience) in Computer Science, Information Technology, or a related field.
* Experience in IT Helpdesk or Support Management.
* Strong background in infrastructure, networks, and desktop support with hands-on technical understanding.
* Excellent analytical, troubleshooting, and problem-solving skills.
* Outstanding interpersonal and communication skills with the ability to engage both technical and non-technical stakeholders.
* Strong business awareness with the ability to align IT services with organisational goals.
* Customer-centric, adaptable, and calm under pressure, with a passion for service excellence.
What’s on Offer
* Competitive salary and discretionary annual bonus
* Generous employer pension contribution
* 25 days’ annual leave plus bank holidays (increasing with service)
* Employee Assistance Programme offering confidential support
Ready to take the next step in your IT leadership career?
Apply now to join a forward-thinking organisation where your expertise will make a real impact.
IT Infrastructure and Helpdesk Manager
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