IT Infrastructure and Helpdesk Manager
As IT Infrastructure and Helpdesk Manager, you will play a key leadership role in ensuring that the organisation’s technology operations run smoothly, securely, and efficiently. You will lead a high-performing team, oversee infrastructure and service delivery, and drive continuous improvement in user experience and system reliability.
Key Responsibilities
Team Leadership & People Development
- Lead, inspire, and manage the IT Helpdesk team, promoting a culture of inclusion, accountability, and high performance.
- Mentor team members through structured coaching, development plans, and regular feedback.
- Identify training needs and coordinate learning opportunities to enhance skills and build a future-ready IT support function.
- Foster collaboration, knowledge sharing, and continuous improvement across the department.
Operational & Service Delivery Management
- Oversee daily Helpdesk and infrastructure operations, ensuring timely resolution of technical issues in line with SLAs.
- Implement and maintain best practice processes, service standards, and performance metrics (KPIs).
- Manage vendor relationships, contracts, and service delivery to ensure quality and value for money.
- Ensure servers, storage, and networks remain secure, stable, and high-performing.
- Lead infrastructure projects such as system upgrades, migrations, and process enhancements.
- Promote cybersecurity best practices, ensuring compliance with internal policies and controls.
- Manage the helpdesk ticketing system and maintain accurate support documentation.
- Support facilities management to ensure physical and digital infrastructure needs are met.
Stakeholder Engagement & Communication
- Serve as the key escalation point for complex technical issues.
- Engage proactively with internal departments to understand support needs and drive service improvement.
- Provide regular updates to senior leadership on performance, projects, risks, and initiatives.
About You
- Proven experience in managing and developing technical teams within an IT support or infrastructure environment.
- Degree (or equivalent experience) in Computer Science, Information Technology, or a related field.
- Experience in IT Helpdesk or Support Management.
- Strong background in infrastructure, networks, and desktop support with hands-on technical understanding.
- Excellent analytical, troubleshooting, and problem-solving skills.
- Outstanding interpersonal and communication skills with the ability to engage both technical and non-technical stakeholders.
- Strong business awareness with the ability to align IT services with organisational goals.
- Customer-centric, adaptable, and calm under pressure, with a passion for service excellence.
What’s on Offer
- Competitive salary and discretionary annual bonus
- Generous employer pension contribution
- 25 days’ annual leave plus bank holidays (increasing with service)
- Employee Assistance Programme offering confidential support
Ready to take the next step in your IT leadership career?
Apply now to join a forward-thinking organisation where your expertise will make a real impact.
IT Infrastructure and Helpdesk Manager