IT Helpdesk Manager

IT Helpdesk Manager

Location
:
Horsham
Salary
:
Up to £50,000 DOE

We're recruiting on behalf of a growing Managed Service Provider looking to appoint an experienced IT Helpdesk Manager to lead and develop its technical support function.

This is a fantastic opportunity for an individual with a proven background managing support teams within an MSP environment. You'll be responsible for leading a team of 5 engineers, acting as the senior technical escalation point, and helping drive the continued growth of the service desk as the business expands.

• Manage, mentor and develop a team of 5 Helpdesk Engineers.
• Act as the primary escalation point for complex technical issues.
• Ensure service levels and KPIs are consistently achieved.
• Oversee ticket management, resource allocation and workload distribution.
• Drive continual service improvement across the helpdesk function.
• Implement and improve support processes, procedures and documentation.
• Support the recruitment and onboarding of new engineers as the team grows.
• Work closely with senior leadership to deliver exceptional customer service.

• Previous experience managing or leading a technical support/helpdesk team within an MSP environment.
• Strong technical background across Microsoft technologies, desktop support, networking and infrastructure.
• Experience acting as an escalation point for 2nd and 3rd line technical issues.
• Strong understanding of SLAs, KPIs and service delivery best practices.
• Excellent people management, coaching and leadership skills.
• Ability to remain hands‑on technically when required.
• Strong customer‑facing and stakeholder management experience.

• Salary up to £50,000 DOE.
• Opportunity to join a growing MSP with ambitious expansion plans.
• Chance to shape and develop a growing helpdesk function.
• Mix of leadership, strategy and hands‑on technical involvement.
• Genuine career progression opportunities.