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
1. Team Leadership & Development: Lead, coach, and mentor 1st and 2nd Line Engineers, promoting a positive, learning-focused culture.
2. Technical Escalations: Act as a senior escalation point for complex technical issues, ensuri...