Lead IT Support Excellence as Our Helpdesk Manager! ️ Why You’ll Like It Here: At Forge Holiday Group, we don’t just run holidays, we run the systems that keep the business moving. With multiple UK and New Zealand brands and over 1,500 users relying on us every day, our Technology Team keeps everything connected, secure, and working. We’re looking for a Helpdesk Manager who can keep things disciplined and organised. This isn’t a role where you sit back, you’ll be on the desk when needed, keeping processes tight, dealing with escalations, and making sure the Helpdesk runs smoothly. Please note: This role includes oncall, to work evenings and weekends covering the oncall phone 1 week in 6. Role Snapshot: Salary: Up to £50,000 per annum ️ Tech Focus: Microsoft 365, Azure AD, Intune, Windows Server, AWS, VMWare/Hyper-V, endpoints, and cloud tools Scope: Lead Helpdesk operations, SLAs, reporting, and user satisfaction across all sites Responsible For: Lead Systems Administrators and Junior Admins Reports To: Head of IT Operations Collaboration: Work closely with IT Operations, infrastructure, and cross-functional teams Location: Chester HQ - Hybrid working What You’ll Do: Manage the Helpdesk team - set standards, maintain discipline, and keep delivery consistent Oversee ticket queues, SLAs, and performance metrics – ensuring nothing slips Take ownership of escalated technical issues across cloud, virtualisation, endpoints, networking, and on-site systems Champion and organise self-service, with AI as your “superpower” – implement tools and processes to reduce repeat issues and speed up support Manage hardware lifecycle, office setups, and IT onboarding Work closely with Infrastructure and IT Ops teams on projects and wider business initiatives Travel to company locations (around 10–20% of the time) to ensure on-site systems and support are working effectively What We’re Looking For: Experience managing IT support across multiple sites Strong at organising people and keeping teams focused Hands-on technical knowledge across cloud, virtualisation, networking, and endpoints Calm under pressure, resourceful, and process-driven Clear communicator with both technical and non-technical staff Useful Extras: experience with remote or international support, hospitality/travel sector, or IT procurement Forge Holiday Group Benefits: Annual STIP Company-wide Bonus Scheme offering up to an additional 20% of your salary through our performance-based bonus program 33 days holiday (incl. bank hols) extra days for long service Your birthday off 2 paid volunteering days Enhanced Maternity and Paternity Leave - (24 weeks maternity, 3 weeks paternity at 100% pay) B Corp certified – we care about people & planet Exclusive holiday discounts for you, friends, and family Wellbeing perks, gym access at HQ, health cash plan Hybrid working & on-site parking We’re committed to diversity and inclusion and encourage you to bring your authentic self. Need adjustments for recruitment? Just ask. If you’re ready to solve complex challenges, and make IT support a strategic advantage, we want to hear from you!