Company: Elmdale IT Services Limited
Location: Aldermaston, Berkshire
Job Type: Full-time, Permanent
Salary: £32,000 to £36,000 per year, depending on experience
Working Hours: Monday to Friday, 9am - 5.30pm
About Elmdale IT Services
Elmdale IT Services is a growing managed IT service provider supporting organisations across Berkshire, Hampshire, Surrey and the surrounding areas.
We provide managed IT support, Microsoft 365, Azure, cyber security, networking, Wi-Fi, cloud services, backup, business continuity and 3CX telephony solutions. Our customers include schools, colleges, law firms, hospitality businesses, manufacturers, charities and other commercial organisations.
We are looking for an experienced and motivated Helpdesk Manager to lead our technical support team and ensure that our customers receive a consistently professional, responsive and high-quality service.
The Role
The Helpdesk Manager will be responsible for the day-to-day management of the Elmdale IT helpdesk and service delivery operation.
You will lead and support our team of helpdesk engineers, manage ticket queues, monitor service levels and ensure that customer issues are handled efficiently and professionally.
This is a hands-on management position. Alongside managing the team, you will be expected to assist with technical escalations, provide guidance to engineers and communicate directly with customers when required.
The successful candidate will be organised, technically capable and confident managing both people and priorities within a busy MSP environment.
Key Responsibilities
- Manage the day-to-day operation of the IT helpdesk.
- Lead, motivate and support helpdesk engineers.
- Monitor incoming support tickets and ensure they are correctly prioritised and assigned.
- Ensure incidents and service requests are progressed within agreed response and resolution targets.
- Manage escalations and communicate clearly with affected customers.
- Review outstanding, overdue and recurring support tickets.
- Provide technical guidance and mentoring to junior and senior engineers.
- Assist with complex second-line and third-line technical issues where required.
- Ensure engineers provide clear, accurate and professional ticket updates.
- Monitor customer satisfaction and identify opportunities to improve service quality.
- Carry out regular one-to-one meetings, performance reviews and coaching sessions.
- Identify training requirements and help develop individual engineer skills.
- Maintain appropriate staffing levels and manage holiday and absence cover.
- Coordinate onsite engineer visits and ensure resources are allocated effectively.
- Work closely with the Service Delivery Manager, Technical Director and project teams.
- Ensure customer documentation, passwords, procedures and network information are kept up to date.
- Help maintain and improve internal helpdesk procedures and technical standards.
- Produce regular reports on ticket volumes, response times, resolution times and customer satisfaction.
- Identify recurring technical problems and recommend permanent solutions.
- Support customer onboarding and the transition of new customers into the helpdesk.
- Ensure security incidents and major service outages are escalated appropriately.
- Promote a positive, accountable and customer-focused culture within the team.
Service Management Responsibilities
The Helpdesk Manager will help Elmdale maintain and improve key service performance targets, including:
- Fast response to critical incidents.
- High first-contact resolution rates.
- Reduced ticket backlog and ageing.
- Clear communication with customers.
- Accurate ticket categorisation and time recording.
- Consistent customer satisfaction.
- Effective escalation and ownership of problems.
- Continuous improvement of helpdesk processes.
Technical Experience
The successful candidate should have strong experience supporting a range of business IT systems, including:
- Microsoft 365 administration.
- Microsoft Entra ID and Active Directory.
- Microsoft Intune and device management.
- Windows 10 and Windows 11.
- Windows Server and Hyper-V.
- SharePoint, OneDrive and Microsoft Teams.
- Networking, including TCP/IP, DNS, DHCP, VLANs and Wi-Fi.
- Firewalls, switches and wireless access points.
- Cyber security, antivirus and endpoint protection.
- Backup and disaster recovery systems.
- Remote monitoring and management platforms.
- Ticketing and professional services automation systems.
- VoIP and 3CX experience would be beneficial.
- Azure administration experience would be beneficial.
- Experience supporting schools, colleges or education customers would be an advantage.
Skills and Experience
Essential
- Previous experience managing or supervising an IT helpdesk or service desk.
- Experience working for a managed service provider or within a multi-customer support environment.
- Strong technical support experience at second-line level or above.
- Excellent customer service and communication skills.
- Ability to manage competing priorities in a busy environment.
- Strong organisational and problem-solving skills.
- Experience managing ticket queues, escalations and service levels.
- Confidence dealing with customers, senior managers and technical staff.
- Ability to coach, mentor and develop technical engineers.
- A proactive approach and willingness to take ownership of issues.
- Full UK driving licence.
Desirable
- ITIL Foundation or equivalent service management qualification.
- Microsoft certifications.
- Experience with Microsoft 365 Business Premium, Azure and Intune.
- Experience managing apprentices or junior engineers.
- Knowledge of Cyber Essentials and recognised cyber security standards.
- Experience producing helpdesk performance reports and KPIs.
- Experience developing standard operating procedures and technical documentation.
The Person
We are looking for someone who:
- Leads by example and takes responsibility.
- Remains calm and professional under pressure.
- Enjoys helping customers and developing technical teams.
- Is confident making decisions and managing escalations.
- Communicates clearly with both technical and non-technical people.
- Is organised, dependable and commercially aware.
- Understands that good IT support requires both technical ability and excellent communication.
- Looks for long-term solutions rather than repeatedly applying temporary fixes.
- Wants to contribute to the continued growth and development of Elmdale IT Services.
What We Offer
- A permanent position within a growing and established IT services company.
- A varied role supporting customers across multiple industries.
- The opportunity to shape and improve our helpdesk operation.
- Ongoing technical training and professional development.
- Support towards relevant industry certifications.
- Company pension.
- 28 days holiday including Bank Holidays.
- Performance related bonus.
- Regular company and team events.
- Opportunities for career progression as the business continues to grow.
Work Location
The role will primarily be based at our Aldermaston office. Some travel to customer sites may occasionally be required.
This is primarily an office-based role due to the management, mentoring and operational responsibilities of the position. Any hybrid working arrangements will be discussed during the recruitment process.
How to Apply
Please apply with your CV and a covering statement explaining:
- Your previous experience managing an IT helpdesk or service desk.
- Your experience working within an MSP or outsourced IT support environment.
- The size and type of technical teams you have managed.
- Your current technical experience and relevant qualifications.
- Your salary expectations and notice period.
Elmdale IT Services is an equal opportunities employer. We welcome applications from suitably qualified candidates from all backgrounds.
No recruitment agencies, please.
Pay: £32,000.00-£36,000.00 per year
Work Location: In person
