Global IT Helpdesk Manager – 12 months FTC – REF 1014

March 8, 2024
Horsforth, Leeds, United Kingdom
Job Type
55,000 NEG
Work Hours
9am - 5.30pm
Professional Services
Any ITIL or Service Management Quals
Contact number
0113 357 20 45


Essential Skills:

  • All round IT Technical Manager with at least 3 years’ experience in a similar role supporting 6000+ staff, managing a global technical team (30+), and experience of working in an international business
  • Minimum of 5 years’ experience in a fast-paced end-user IT support environment
  • Hands on experience of managing a helpdesk environment, including call allocations, queue management, problem determination and prioritisation, escalations, general user support etc.
  • Delivering a quality IT experience in-line with ITIL best practice, and enhancing the functionality of an ITSM tool (experience of

Fresh service is desirable but not essential)

  • Demonstratable experience of developing IT processes, workflows, and automation
  • Proven track record of stakeholder management
  • Effective project and time management skills

  • Strongly customer-focused, experienced in providing support to challenging users
  • Confident individual with good interpersonal skills, able to deal with people at all levels and communicate to users in a clear non-technical language
  • Analytically minded, able to break down and understand information, and report on findings
  • Ability to report on progress, timescales, outstanding and completed activities
  • Must be comfortable with working in a fast-moving, dynamic business
  • Good organisational skills, used to managing and prioritising own workload
  • Strong people management skills, with the ability to provide constructive feedback and inspire others


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.

  • Management of the IT Helpdesk to consistently deliver a high level of service across the business, by focussing on performance, call management, trend analysis etc.
  • Maintain, develop, and enforce technical standards, systems, policies, and procedures,
  • Managing, motivating, and developing the Global IT Support team, including line management responsibilities
  • Provide technical guidance to the Global IT Support team relating to end-user support
  • Promoting a first-time fix culture
  • Point of escalation for the Global IT Team and the business, in and out of hours
  • Develop a strong relationship with the IT Management team
  • Liaise with stakeholders in the business at both a technical and non-technical level, and build positive working relationships

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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