About Cardonet
Cardonet is a trusted London-based IT Consultancy with over 20 years of experience delivering reliable, proactive IT support and infrastructure services to a diverse client base. As we continue to grow, we are looking for a talented Helpdesk Manager to lead our dynamic support team and drive service excellence.
The Opportunity
Were seeking an experienced, people-first leader to manage our busy helpdesk. Youll be responsible for overseeing the performance of 1st to 3rd line engineers, improving processes, handling escalations, and maintaining high client satisfaction. This is a key leadership role where youll collaborate across departments and make a real impact on how we deliver IT services.
Key Responsibilities
Lead and mentor the helpdesk team (1st3rd line engineers)
Oversee day-to-day operations and resource scheduling
Manage escalations and VIP client issues effectively
Ensure SLAs and KPIs are consistently met
Drive continuous improvement of helpdesk processes
Report on performance metrics and client feedback
What Were Looking For
Proven experience managing a helpdesk within an MSP environment
Technical background: Microsoft 365, Azure, Windows Server, Networking (preferred)
Proficiency with PSA/RMM tools (e.g., NinjaOne, HaloPSA)
Excellent communication and client-facing skills
Experience leading and mentoring technical teams
ITIL Foundation or equivalent certification (preferred)
What We Offer
Competitive salary: £55,000£60,000 + Benefits
Hybrid working (3 days onsite in our Central London office)
Training budget for certifications and career development
Clear progression pathway
Friendly, collaborative team culture with regular social events
Access to wellness initiatives and employee perks
Ready to Lead with Cardonet?
If youre a driven, client-focused professional with MSP leadership experience, wed love to hear from you. Apply now to join a supportive team where your work truly makes a difference.
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