Nextech Group Limited
IT Helpdesk Manager
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IT Helpdesk Manager
Role Overview
Location: Aylesbury Area, Buckinghamshire (Hybrid Working) Salary: £40,000 – £55,000 Type: Full-time, Permanent
Our client, a market-leading IT provider, is seeking an experienced IT Helpdesk Manager to lead a team of support engineers while remaining actively involved in technical delivery and service improvement.
This role is ideal for a Senior 3rd Line Engineer, Technical Team Lead, or Service Desk Supervisor looking to progress into a leadership position with continued hands-on technical engagement.
Responsibilities
Team Leadership & Development
- Lead, mentor, and develop a team of 6-8 support engineers in both technical and customer service disciplines.
- Conduct regular 1-2-1s, performance reviews, coaching sessions, and team meetings.
- Support recruitment, onboarding, and staff development.
- Foster a positive, collaborative culture while maintaining high performance.
- Oversee ticket allocation, workload balancing, and resource planning.
Technical Leadership & Escalation Management
- Act as the primary 3rd Line escalation point for complex technical issues and high-priority incidents.
- Provide hands-on technical support, setting technical standards.
- Ownership of major incidents, coordinating resolution efforts.
- Review ticket quality, troubleshooting processes, and customer interactions for continuous improvement.
- Work with engineers to enforce best practices in support, documentation, security, and customer engagement.
- Directly engage with customers during critical incidents to ensure positive outcomes.
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Service Delivery & Continuous Improvement
- Ensure support requests are resolved within agreed service levels.
- Monitor service desk performance, response times, ticket quality, and customer satisfaction.
- Drive process improvements in service delivery, technical standards, security, and documentation.
- Maintain and improve internal knowledge bases, procedures, and runbooks.
Key Requirements
Essential
- Previous experience in Senior Support Engineer, Technical Lead, Service Desk Lead, or Helpdesk Manager.
- Proficient 3rd Line technical support with expertise in resolving complex infrastructure and end-user issues.
- Proven experience mentoring, coaching, or leading technical teams.
- Strong Microsoft 365 and Windows endpoint management experience.
- Strong understanding of networking fundamentals, infrastructure support, and cybersecurity best practices.
- Exceptional communication, organisation, and stakeholder management skills.
- Customer-focused approach, ability to work under pressure.
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Desirable
- Experience in MSP or IT Services environments.
- ITIL Foundation certification or ITIL-aligned qualifications.
- Experience with PSA and ITSM platforms (e.g., HaloPSA).
- Involvement in service improvement or operational change initiatives.
What’s on Offer
- Leadership role with hands-on technical involvement.
- Eligibility for employee ownership scheme after 12 months (sharing in business success).
- Hybrid working environment.
- Opportunities for ongoing professional development and career progression.
- Influence over processes, standards, and the future of the support function.
This position is perfect for an ambitious Senior 3rd Line Engineer, Technical Team Leader, or existing Helpdesk Manager seeking to combine technical expertise with leadership and growth.
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