IT Service Desk Manager

IT Service Desk Manager – Exciting Opportunity in Crouch End, North London! Are you a team player with a passion for IT service excellence? We are seeking a dynamic IT Service Desk Manager to lead helpdesk operations.

The Company:

A well-established Managed Services Provider (MSP) in Crouch End, N8, specialising in a client-focused approach to IT service delivery. From small charities to large modern firms, their USP lies in delivering reliable solutions and exceptional customer support. With over 15 years in the industry, they maintain a dedicated team of skilled and experienced IT professionals.

The successful candidate will have excellent customer service skills as well as a strong understanding of IT support within the MSP sector but does not need to come from a technical background.  Our client is very proud of the clients they take care of, and they help them to do some amazing things. They’ve been in business for over 15 years and in that time, have expanded into large office space for their team in London, as well as having staff based in Cape Town.

About the role:

Our client is seeking a dynamic IT Service Desk Manager to lead helpdesk operations. This role requires someone with a strong background in customer support, who is comfortable speaking with clients, managing expectations, and creating a positive team atmosphere. You will excel in resource coordination, managing ticket workflows, and ensuring top-tier service delivery to our valued clients. Whether working independently or leading a team, your ability to communicate effectively and prioritise tasks will be crucial.

Key Duties include:

• Be the voice of the organisation.
• Coordinate resources and manage ticket flow through our Helpdesk system.
• Communicate technical solutions in a clear, non-technical manner to clients.
• Drive process improvements and take ownership of operational excellence.
• Ensure engineers are motivated and not working under undue pressure, fostering a supportive and balanced work environment.

The ideal candidate will:

Have experience in IT support, ideally as a Helpdesk Coordinator or Manager, strong organisational and communication skills, and the ability to interpret and respond to client needs effectively. Enthusiasm for professional development and relevant certifications is a plus. Familiarity with ITIL practises, Microsoft certifications, and experience with AutoTask or similar PSA is preferred. A passion for enhancing service delivery and client satisfaction is essential.

On offer is a salary of £30,000 - £40,000 per annum, dependent upon experience. Starting at 21 days of annual leave (plus bank holidays) and increasing each year of service up to a total of 25. They want their staff to be well rested! Continual professional development plans – they don’t want their staff to get stuck in a rut and they like to reward success.

You will be working 40 hours per week, between 8.30am – 5.30pm (Monday – Friday). You will be joining their team in Crouch End, in their spacious offices in North London.

A DBS check will be required as there may be rare occasions that you need to go out on-site to meet clients who work with children (they will provide this at no cost upon completion of the interview process).

If you are eager to join a supportive and collaborative team who drive IT service excellence, we encourage you to apply with your CV.

If you require any reasonable adjustments such as access or information in an alternative format, please inform us soon as you are able so that we can make the appropriate adjustments.

Please check your email inbox and spam / junk mail folder for any email correspondence for this vacancy.

Additional keywords: IT, support, technician, engineer, helpdesk, Google Workplace, Office 365, Chromebooks, Windows 10, Routers, customer service, helpdesk, IT helpdesk IT Service Desk Manager, Helpdesk Coordinator, IT Support, Client-Focused IT, Managed Services Provider, ITIL, Microsoft Certified, AutoTask, PSA

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