Salary: £40,000 - 50,000 per year Requirements: Previous experience in a Senior Support Engineer, Technical Lead, Service Desk Lead, or Helpdesk Management role. Strong 3rd Line technical support experience with the ability to troubleshoot and resolve complex infrastructure and end-user issues. Proven experience mentoring, coaching, or leading technical teams. Strong Microsoft 365 administration and Windows endpoint management experience. Good understanding of networking fundamentals, infrastructure support, and cybersecurity best practices. Excellent communication, organisational, and stakeholder management skills. Customer-focused approach with the ability to perform effectively under pressure. Experience working within an MSP or IT Services environment is desirable. ITIL Foundation certification or equivalent is desirable. Experience using PSA and ITSM platforms such as HaloPSA is desirable. Previous involvement in service improvement and operational change initiatives is desirable. Responsibilities: Lead, mentor, and develop a team of support engineers across both technical and customer service disciplines. Conduct regular 1-2-1s, performance reviews, coaching sessions, and team meetings. Support recruitment activities, onboarding, and ongoing staff development. Foster a positive, collaborative, and high-performing team culture. Manage ticket allocation, workload balancing, and resource planning across the service desk. Act as the primary 3rd Line escalation point for complex technical issues and high-priority incidents. Provide hands-on technical support where required, leading from the front and setting technical standards. Take ownership of major incidents, coordinating communication, escalation, and resolution activities. Review ticket quality, troubleshooting methodologies, and customer interactions to identify development opportunities. Work closely with engineers to promote best practice across support delivery, documentation, security, and customer engagement. Engage directly with customers during critical incidents and sensitive escalations to ensure positive outcomes. Ensure support requests are managed effectively and resolved within agreed service levels. Monitor service desk performance, response times, ticket quality, customer satisfaction, and operational KPIs. Drive improvements across service delivery processes, technical standards, security controls, and documentation. Maintain and develop internal knowledge bases, procedures, and operational runbooks. Oversee the delivery of internal IT support services where required. Technologies: Support ITIL ITSM Microsoft 365 Security Windows Office 365 More: We are a market-leading IT provider offering a full-time, permanent IT Helpdesk Manager role based in the Aylesbury area, Buckinghamshire with hybrid working. This is a great opportunity to step into a leadership position while remaining hands-on with complex technical escalations and service improvement initiatives. You will help shape the future of our support function, influence processes and standards, and develop your career through ongoing professional development and progression opportunities. Following 12 months of service, you may become eligible for our employee ownership scheme, allowing you to share in the future success of our business. last updated 24 week of 2026