Helpdesk Manager / Team Leader – Hybrid – £50k-£60k

About the role

Our client, a global market‑leader, is looking for an experienced IT Helpdesk Manager / Team Leader to lead a team of 7‑10 support engineers while staying hands‑on with complex technical escalations. This hybrid role offers the chance to develop leadership capabilities and drive service improvement initiatives.

Key responsibilities

• Lead and manage the day‑to‑day Helpdesk function, ensuring high customer satisfaction and service performance.
• Act as the primary 3rd‑line escalation point for complex technical issues and high‑priority incidents.
• Provide hands‑on technical support, set technical standards, and mentor junior staff.
• Own major incidents, coordinating communication, escalation, and resolution activities.
• Review ticket quality, troubleshooting methods, and customer interactions to identify development opportunities.

Required profile

• Proven experience working in a Helpdesk environment with a strong customer focus.
• Experience using Jira Service Management for ticket handling.
• Ability to manage, mentor and develop junior engineers.
• Comfort communicating with stakeholders at all levels, including board‑level staff.
• Experience triaging and resolving L1/L2 tickets and escalating when necessary.

Required skills

• Jira Service Management
• Windows operating systems
• Unix platforms
• Mac devices

What we offer

• Hybrid working model.
• Competitive salary £50,000‑£60,000+.
• Excellent benefits package and performance bonus.
• Opportunity to progress into senior management within a global leader.