Help Desk Manager - Senior Technical - IT

Our client is a professional Managed Service Provider who delivers structured, secure, and business-critical IT services to commercial clients.

They operate a cloud-first environment, primarily using Microsoft 365, Azure, and VPS-based infrastructure, with a strong focus on service quality, accountability, and long-term client relationships.

• They are seeking an experienced Helpdesk Manager who combines strong technical ability with effective team and client management.
• The candidate will be responsible for the overall performance of the Helpdesk while remaining actively involved in daily technical work, particularly when issues exceed Level 1 and Level 2 capabilities. The successful candidate will act as the final technical escalation point, resolving complex infrastructure, cloud, security, and networking issues.
• This role also includes regular client engagement, including preparing and leading Quarterly Service Reviews (QSRs), attending client meetings, and clearly communicating service performance, risks, and improvement opportunities.
• This is not a purely managerial role — strong, current technical capability is essential.

• 5+ years experience in an MSP or enterprise IT environment
• 3+ years in a Helpdesk Supervisor, Helpdesk Manager, or Senior Engineer role
• Proven experience working in SLA-driven support environments
• Demonstrated ability to act as final technical escalation
• Comfortable performing hands‑on technical work daily, alongside managing a team
• Fluent English (written and verbal)

• Microsoft, Azure & Cloud
• Windows Server 2022 (deployment, administration, troubleshooting)
• Microsoft 365 administration (Exchange Online, SharePoint Online, One Drive, Teams, Entra  / Azure AD)
• Azure fundamentals and administration (VMs, networking, storage, backups)
• Hybrid identity environments (MFA, Conditional Access, directory synchronisation)
• VPS, Backup & Infrastructure
• Deployment and management of Windows‑based VPS servers
• Experience with backup and disaster recovery platforms
• Acronis experience is an advantage
• Experience with similar enterprise backup products is fully acceptable
• Understanding of business continuity and recovery planning
• Networking & Security
• Strong understanding of LAN / WAN / VLANs / routing
• Firewall administration (Sophos, Forti Gate, Ubiquiti, or similar platforms)
• VPN configuration (site‑to‑site and remote access)
• Endpoint protection and modern security concepts
• Experience with any reputable EDR/XDR or endpoint security platform
• End‑User, Systems & Tooling
• Windows 11 advanced troubleshooting
• Power Shell for administration and automation
• Strong troubleshooting skills across servers, applications, and performance issues
• Experience working with ITSM / service desk platforms
• GLPI experience is an advantage
• Experience with any structured ticketing/ITSM system and the ability to adapt is essential

• Leadership of L1 / L2 / L3 support teams
• Ownership of incident, problem, and change management
• Ability to define, track, and report on KPIs, SLAs, and service trends
• Preparation and presentation of Quarterly Service Reviews (QSRs)
• Confident running client meetings with both technical and non-technical stakeholders
• Strong documentation, reporting, and communication skills
• Calm, decisive leadership during incidents and high‑pressure situations
• Willingness to travel to client sites when required

• Microsoft certifications (AZ-104, MS-102, or similar)
• ITIL Foundation (v4)
• Security or networking certifications (vendor-agnostic)