Help Desk Manager

3 weeks ago


London, Greater London, United Kingdom RJC Group Full time

The Helpdesk Manager will oversee the IT helpdesk team, ensuring efficient and effective support for Windows desktop environments. This role involves managing the Jira Service Desk platform, with a strong focus on automation and platform engineering to enhance service delivery and user satisfaction.

The ideal candidate disposes of:


Team Leadership: Lead, mentor, and manage a team of helpdesk technicians, providing guidance and support to ensure high performance and professional development.


Service Desk Management: Oversee the Jira Service Desk platform, ensuring tickets are managed and resolved in a timely manner. Implement best practices for ticket management and user support.


Automation: Develop and implement automation strategies to streamline helpdesk operations, reduce manual tasks, and improve response times.
• Platform Engineering: Collaborate with the IT infrastructure team to ensure the stability and efficiency of the Windows desktop environment. Implement and maintain platform engineering solutions to enhance system performance.


User Support: Provide high-level support for complex issues, ensuring user satisfaction and efficient problem resolution.
• Reporting and Analysis: Generate and analyse helpdesk performance reports to identify trends, areas for improvement, and opportunities for automation.


Continuous Improvement: Stay updated with the latest industry trends and technologies. Propose and implement improvements to helpdesk processes and tools. Key competencies and SkillS The Helpdesk Lead role demands a versatile skill set that combines technical expertise, leadership, and collaboration. Excellent interpersonal and communication skills (both verbal and written) are a must.

Key competencies will include:


Technical Proficiency:

o In-depth knowledge of IT systems, software, and hardware(Windows 11, Office, other desktop apps).

o Proficiency in service desk tools (e.g., Jira Service Desk).

o Understanding of network protocols and troubleshooting (e.g., TCP/IP, DNS, DHCP).

o Familiarity with ITIL framework and best practices.


• Leadership and Management:

o Ability to lead and mentor a team of IT support staff.

o Strong organizational and time management skills.

o Capability to develop and implement policies and procedures.

o Strategic planning to enhance service desk performance.


• Problem-Solving and Analytical Skills:

o Excellent problem-solving abilities to address complex IT issues.

o Analytical skills to generate and interpret performance reports.

o Ability to identify trends and areas for improvement.


• Customer Service Orientation:

o Strong focus on user satisfaction and efficient problem resolution.

o Effective communication skills to interact with non-technical users.

o Ability to manage user expectations and provide timely updates.


• Adaptability and Continuous Learning:

o Willingness to stay updated with the latest industry trends and technologies.

o Flexibility to adapt to changing business needs and technological advancements.

o Commitment to ongoing learning and professional development.

Technology stack:


• Proficiency in Windows desktop environments (Windows 11, Office 365)


• Extensive experience with Jira Service Desk


• Platform engineering and infrastructure management


• Knowledge of Active Directory and Group Policy management


• Familiarity with network protocols and troubleshooting (e.g., TCP/IP, DNS, DHCP)
• Experience with virtualization technologies (VMware)


• Understanding of ITIL framework and best practices


• Experience with endpoint management solutions (e.g., SCCM, Intune)


• Basic scripting skills (PowerShell)


• Basic understanding of cloud tech (Azure)

Education & EXPERIENCE REQUIREMENTS:


• Bachelor's degree in computer science, Information Technology, or related field.


• Proven experience (at least 5 years) in helpdesk/service desk leadership.


• Familiarity with energy trading systems or financial markets is advantageous.


• Excellent communication and stakeholder management skills


  • Help Desk Manager

    2 weeks ago


    London, Greater London, United Kingdom RJC Group Full time

    Job Description The Helpdesk Manager will oversee the IT helpdesk team, ensuring efficient and effective support for Windows desktop environments. This role involves managing the Jira Service Desk platform, with a strong focus on automation and platform engineering to enhance service delivery and user satisfaction.The ideal candidate disposes of:Team...


  • London, Greater London, United Kingdom The Trade Desk Full time

    The Trade Desk is changing the way global brands and their agencies advertise to audiences around the world. How? With a media buying platform that helps brands deliver a more insightful and relevant ad experience for consumers -- and sets a new standard for global reach, accuracy, and transparency. We are proud of the culture we have built. We value the...


  • London, Greater London, United Kingdom Restore plc Full time

    Join to apply for the Service Desk Manager role at Restore Information ManagementLocation: Manchester- HybridSalary: £36,000 - £39,000 DOEHours: 9am-5pm Monday-Thursday, 9am-4.30pm FridayContract: PermanentWe are seeking a Service Desk Manager to lead our team of first- and second-line engineers, ensuring high-quality technical support that enhances client...


  • London, Greater London, United Kingdom Context Recruitment Ltd Full time

    Job Description Service Desk Manager - LondonIT Managed Services An exciting and ambitious managed service provider (MSP) are looking for a Service Desk Manager to join their team. They provide all areas of IT support to SME clients across a variety of different industries including accounting, finance and legal firms. This is a great opportunity to be...


  • London, Greater London, United Kingdom Supply Desk Full time

    Key Stage 2 Supply Teaching AssistantLocation: Haywards Heath, West SussexHours: 8:30-3:30pm full-timePay: GBP83.40 - GBP91.83About the school:Supply Desk are working with a friendly and inclusive school located in Haywards Heath, West Sussex. The school are seeking an enthusiastic Key Stage 2 Supply Teaching Assistant to join their team on a temporary...


  • London, Greater London, United Kingdom RDrive Full time

    Join to apply for the Service Desk Manager role at RDrive by SnagR.Salary: Competitive Salary + BenefitsLocation: MeashamKeywords: IT service management, team leadership, service desk operations, process improvement, staff developmentOur client is seeking a Service Desk Manager to join their dynamic team at their head office in Measham, Swadlincote. This is...

  • Data Support Analyst

    2 weeks ago


    London, Greater London, United Kingdom The Trade Desk, Inc. Full time

    The Trade Desk is a global technology company with a mission to create a better, more open internet for everyone through principled, intelligent advertising. Handling over 1 trillion queries per day, our platform operates at an unprecedented scale. We have also built something even stronger and more valuable: an award-winning culture based on trust,...

  • Geography Teacher

    1 day ago


    London, Greater London, United Kingdom Supply Desk Full time

    Geography TeacherLocation: Eastbourne, East SussexSalary: GBP120 - GBP250 per day (D.O.E)Contract Type: Full-Time, PermanentStart Date: Immediate / February Half TermAbout the School:This school offers a warm and inclusive atmosphere where both students and staff can thrive. They place a strong focus on fostering creativity, curiosity, and a love for...


  • London, Greater London, United Kingdom Elogbooks Facilities Management Limited Full time

    Join to apply for the Service Desk Manager role at ElogsJob Location: St IvesJob Type: PermanentAbout the roleWe are looking for a proactive and results-driven Service Desk Manager to oversee the smooth operation of our CAFM Service Desk. The successful candidate will be responsible for managing a high-performing team, ensuring KPIs and SLAs are consistently...


  • London, Greater London, United Kingdom Supply Desk Full time

    Role: General Cover TeacherLocation: Eastbourne, East Sussex (covering multiple schools in the area)Salary: GBP100 - GBP145Contract Type: Long term, Temporary / Full Time, Part TimeStart Date: ImmediateAbout the Schools:We are partnering with a number of schools across Eastbourne and the surrounding areas, all of which are committed to creating a supportive...

  • Service Desk Manager

    2 weeks ago


    London, Greater London, United Kingdom Opus Recruitment Solutions Ltd Full time

    Important - Urgent requirement only considering applications with 4 weeks notice or less. As the Service Desk Manager, you will lead a team responsible for delivering first- and second-line technical support. Your role includes ensuring the team supports existing and emerging IT services effectively while providing technical input to project teams. You will...

  • Service Desk Manager

    3 weeks ago


    London, Greater London, United Kingdom Tbwa ChiatDay Inc Full time

    Fospha is the marketing measurement platform for eCommerce brands. We have found product/market fit in the last two years and quickly become the market leader for measurement in EMEA. We are the only business of our type to be a certified partner of Meta, TikTok and Snap, and have worked with our customers (some of the best known eCommerce brands in the UK...


  • London, Greater London, United Kingdom Tbwa ChiatDay Inc Full time

    Fospha is the marketing measurement platform for eCommerce brands. We have found product/market fit in the last two years and quickly become the market leader for measurement in EMEA. We are the only business of our type to be a certified partner of Meta, TikTok and Snap, and have worked with our customers (some of the best known eCommerce brands in the UK...

  • Deal Desk Manager

    4 weeks ago


    London, Greater London, United Kingdom Palo Alto Networks Full time

    Your CareerPalo Alto Networks is looking for a Strategic Deals Desk Manager to become part of EMEA Deals Desk working in close partnership with Sales Revenue Legal and Finance teams to craft and negotiate  complex highvalue deals facilitate their way through the approval process and help navigate them to successful closure. This position will report to the...


  • London, Greater London, United Kingdom Ravensbourne University London Full time

    IT Service Desk Analyst - London Our University Ravensbourne University London is an innovative, industry-focused university located at the heart of London's newest creative community on the Greenwich Peninsula. We're champions of creativity and collaboration, dedicated to giving our learners the specialist skills and opportunities they need for outstanding...

  • Cover Supervisor

    1 day ago


    London, Greater London, United Kingdom Supply Desk Full time

    Cover Supervisor (Science & Maths)Location: Brighton, UKSalary: GBP100 - GBP150 per dayContract Type: Full-time, Long TermStart Date: Immediate / February Half TermAbout the School:Our client is a well-established and forward-thinking secondary school located in Brighton. The school is committed to providing a supportive and inclusive learning environment...


  • London, Greater London, United Kingdom Wiz Full time

    Get AI-powered advice on this job and more exclusive features.Come join the company that is reinventing cloud security and empowering businesses to thrive in the cloud. As the fastest-growing startup ever, Wiz is on a mission to help organizations secure cloud environments that will accelerate their businesses. Trusted by security teams all over the world,...


  • London, Greater London, United Kingdom Aluminumwindowdesigns Full time

    Service Desk Supervisor / Customer Service Team ManagerJoin to apply for the Service Desk Supervisor / Customer Service Team Manager role at Aluminum Window Designs Ltdwith excellent team leader / staff management experience, preferably within a similar call centre / contact centre or customer-focussed role, is required for a well-established company based...


  • London, Greater London, United Kingdom La Fosse Associates Full time

    Job Benefits: Pension, Healthcare, etcService Desk AnalystLocation: London 2-3 days p/weekHours: Full-time, 35 hours per week (including occasional weekend cover)Salary: Up to £30,000Benefits: 5-10% Pension, Private healthcare and dental health cover, 30 days holidays + bank holidaysWe are partnering with one of the biggest NFP organizations in the UK who...

  • English Teacher

    1 day ago


    London, Greater London, United Kingdom Supply Desk Full time

    Secondary English Teacher in BognorStart SeptemberPay GBP140.86 - GBP215 per day (depending on experience)Location - BognorHours - 8am 4PMTemporary Full-time with the potential to become permanentJob DescriptionWe are seeking a passionate and dedicated English Teacher to join our team starting in September 2025. The ideal candidate will have a strong...