Helpdesk Manager

Hastings, East Sussex | £40000 - £46000 per annum | Posted yesterday

• Job Title: Helpdesk Manager
• Contract Type: Permanent
• Location: Hastings, East Sussex
• Job Base: Office based
• Reference: V-119993
• Contact Phone:
• Job Published: 31/12/2025 11:56

A well‑established technical services organisation is seeking a Helpdesk Manager to set up, lead, and manage a newly created technical helpdesk function. This is a permanent, office‑based role suited to an experienced senior technician or engineer looking to step into a leadership‑focused position away from the tools. The organisation delivers complex solutions across a wide customer base and is recognised for high technical standards, strong governance, and long‑term client relationships.

The Opportunity this role has been created to enhance customer service, strengthen technical support for field engineers, and develop a structured remote maintenance and monitoring capability. You’ll act as the technical authority within the business, providing expert guidance to engineers, internal teams, and customers, while shaping the future of the technical helpdesk function.

• Establishing, developing, and managing a new technical helpdesk service
• Acting as a senior escalation point for complex technical issues
• Providing expert technical guidance to field engineers and internal support teams
• Monitoring and analysing technical support metrics, trends, and recurring issues
• Identifying improvement opportunities and implementing practical solutions
• Collaborating with operations, customer support, and management teams to ensure a seamless customer experience
• Staying up to date with new technologies, products, and industry standards
• Designing and delivering technical training sessions for engineers and support staff
• Ensuring compliance with company procedures, quality standards, and industry regulations
• Managing and monitoring cloud-based and remote systems
• Taking ownership of the remote maintenance and monitoring service, including setup and ongoing performance
• Supporting operations with bench testing of new products and equipment
• Participating in technical reviews, audits, and management meetings

The scope of the role may evolve in line with business growth and customer requirements.

All offers are subject to satisfactory security screening and background checks.

This role is ideal for a highly experienced professional looking to move into a senior technical leadership position.

• Minimum of 8 years’ experience within a technical systems environment
• Proven background as a senior, multi‑skilled technician or engineer
• Strong, hands‑on knowledge of system installation, configuration, fault‑finding, and diagnostics
• Ability to identify and resolve faults across multiple technical disciplines
• Excellent leadership, coaching, and decision‑making capability
• Strong understanding of relevant industry regulations and standards
• Confident communicator with excellent customer service skills
• Highly organised, with strong time management and problem‑solving ability
• Proficient in Microsoft Office (Word, Excel, PowerPoint, Outlook)

• GCSE English and Maths (or equivalent) required
• Willingness to undertake ongoing training and development
• Successful completion of a probationary period
• Ability to pass security screening and background checks

The organisation is an equal opportunities employer and is committed to building a diverse and inclusive workplace. Applications are welcomed from candidates of all backgrounds, and reasonable adjustments can be made throughout the recruitment process.