IT Helpdesk Manager (MSP)

European Compost Network; West Yorkshire; Hybrid; GBP 50,000 - 55,000; Full time

Job description

Based: London / Remote (3 days in office)

Travel: 1-3 days travel to office in Southampton is required (expensed)

Salary - £50,000-£55,000 DOE plus Benefits

My client is seeking a dynamic and experienced IT Helpdesk Manager to lead their MSP IT support team, manage daily ticket workflows, and implement best practices to enhance operational efficiency. The ideal candidate will have a strong technical background, excellent leadership skills, and experience in managing projects using the AutoTask PSA solution.

This role is pivotal in ensuring exceptional customer service, promoting ITIL and PRINCE2 methodologies, and fostering a collaborative team environment.

Key Responsibilities

1. Ticket Management
   Oversee daily ticket workflows to ensure timely resolution of customer issues.
   Implement best practices such as SLA adherence, ticket categorization, and automation to streamline processes.
   Regularly review performance metrics (e.g., resolution times and backlog) to identify areas for improvement.
2. Team Leadership
   Manage, mentor, and evaluate the performance of the helpdesk team.
   Recruit, train, and support helpdesk representatives and technicians.
   Foster a positive team spirit by promoting collaboration and a service-oriented culture.
3. Process Improvement
   Develop and document helpdesk workflows in alignment with ITIL best practices.
   Continuously analyse and refine processes to improve efficiency and service quality.
4. Project Management
   Manage IT support projects within the AutoTask PSA solution, ensuring timely delivery and alignment with business goals.
   Apply PRINCE2 principles to structure projects effectively and drive continual improvement.
5. Customer Service Excellence
   Ensure high-quality customer service by setting standards for responsiveness and resolution.
   Act as an escalation point for complex issues and provide feedback to internal teams for product or service improvements.
6. Reporting & Analytics
   Generate detailed reports on team productivity, SLA compliance, and customer satisfaction.
   Use analytics to monitor trends and guide decision-making for process enhancements.

Required Skills & Qualifications

1. Proven experience managing a helpdesk or IT support team.
2. Strong technical knowledge with hands-on experience in helpdesk tools (e.g., AutoTask PSA).
3. Familiarity with ITIL frameworks and PRINCE2 project management methodologies.
4. Excellent problem-solving skills with a customer-focused mindset.
5. Strong communication skills to interact with technical teams, customers, and stakeholders effectively.
6. 3 years+ experience using AutoTask PSA and ITGlue (if possible!)
7. Experience managing an IT Team / Helpdesk.