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NEXTECH GROUP Logo NEXTECH GROUP · IT - Administration

It Helpdesk Manager

United Kingdom, Kent Employment contract 40000.00 - 50000.00 GBP / Year · Job Posted June 16, 2026
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Job Description

We are looking for an organised and capable Helpdesk Manager to take ownership of day-to-day service desk operations. This is primarily a people and process leadership role, you will manage a team of six technicians, ensure work is allocated effectively, and maintain the service standards clients expect. You do not need to be the most technical person in the room, but you will need enough understanding of IT service delivery to coordinate workloads, communicate with technicians, and escalate appropriately.

Job Responsibility

  • Lead daily helpdesk operations - ticket allocation, prioritisation, and workload management across the team
  • Manage team performance, attendance, development, and wellbeing through regular one-to-ones and team meetings
  • Monitor SLA and KPI performance and produce clear reporting for leadership
  • Maintain high standards of ticket hygiene, client communication, and documentation
  • Identify process gaps and drive continuous improvement across the service desk
  • Coordinate closely with senior technical staff to ensure escalations are handled correctly
  • Support recruitment, onboarding, and induction of new helpdesk team members
  • Act as an internal coordination point between the helpdesk, technical teams, and leadership

Requirements

  • Previous experience managing or supervising a helpdesk, service desk, or similar operational team
  • Confident people manager - able to motivate, challenge, and support a small team
  • Comfortable with service metrics, ticketing systems, and structured reporting
  • Good communicator - written and verbal, across technical and non-technical audiences
  • Calm under pressure with a solutions-focused approach
  • MSP or IT outsourcing background is a strong advantage
  • ITIL knowledge is useful but not required

Nice to have

  • MSP or IT outsourcing background
  • ITIL knowledge

What we offer

Great benefits and progression

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