Proximity Recruitment are searching for a Technical Support/Helpdesk Manager (£50,000 + Bonus + Benefits) to join one of the UK's fastest growing businesses in Northampton.

The role is 5 days a week in the offices and works closely with the SLT in a busy & important role for the organisation’s growth plans.

Responsibilities Include

• Manage the day-to-day operation of the IT helpdesk, ensuring tickets are triaged, prioritised, assigned, and resolved within agreed service levels.
• Lead, support, and develop helpdesk staff, including workload management, coaching, performance monitoring, and escalation support.
• Personally handle helpdesk tickets where required, including escalated tickets, complex issues, urgent business-impacting incidents, and during busy periods.
• Act as a senior escalation point for technical issues, ensuring timely resolution and clear communication with users and stakeholders.
• Implement and maintain helpdesk best practices, processes, policies, documentation standards, and service management procedures.
• Oversee support across Microsoft 365, Exchange Online, Azure AD / Entra ID, Azure infrastructure, Azure VPN, Intune, and endpoint management.
• Manage user onboarding, offboarding, account access, permissions, device configuration, and security-related administration.
• Provide oversight and support for CRM SaaS platforms.
• Produce regular reporting on helpdesk performance, ticket volumes, resolution times, recurring issues, and service improvement actions.