IT Helpdesk Manager – Enterprise Scale Exp. Required – REF 811

April 24, 2020
Leeds, United Kingdom
Job Type
£50,000 + Bens


  • Salary:  £50,000
  • Education Requirements - none but degree preferred or commercial exposure
  • Experience Requirements - 3 plus years
  • Industry - Technology
  • Location: Horsforth, Leeds
  • Qualifications - none required
  • Responsibilities - see below list within spec
  • Skills - see below list within spec
  • Work Hours 35 hours


  • All round Helpdesk Manager with at least 3 years’ experience in a similar role supporting 6000+ staff and 3 years hands-on experience in a technical support role. (management of a global team would be advantageous but not essential)
  • Experience of call allocations and prioritisation
  • Experience of developing IT processes, workflows and automation

Principal Duties, Responsibilities & Accountabilities:

The IT Help Desk Manager is required to oversee a timely delivery of a quality technical support service to staff. To provide a technical role within the business and to manage the day to day operations of the global Help Desk. To manage the Help Desk team and to ensure a consistent high level of service


  • Working within a global team in managing and providing all levels of IT Technical support, which range from user admin tasks such as setting up new users, password resets, through to setting up and installing new office kit at new office locations.
  • Liaise with stakeholders in the business and build positive working relationships with the operational leads and office managers
  • Assist in managing, motivating and developing members of the Global IT Support team by communicating, supporting, coaching, monitoring and appraising
  • Development and enforcement of technical standards, systems, policies, and procedures
  • Management of the IT helpdesk environment, its performance, call management and efficiency whilst maintaining high service standards
  • Monitor support calls, identify trends and gaps and take appropriate steps to improve the quality of service delivery
  • Develop working practice with the support team to provide a high level of user support based on principles of first time fix
  • Introduce and develop innovative ways of working / troubleshooting to identify issues and reduce downtime
  • Monitoring of daily backups, management of the asset database and software register
  • Call logging & management including regular liaison with IT hardware maintenance providers
  • Out of hours monitoring and support
  • Duties will vary and be revised due to the nature of the IT Support environment (above is a guide and not a comprehensive list of responsibilities)
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