Help Desk Manager

3 weeks ago

London, United Kingdom McFall Recruitment Limited Full time

Exciting Opportunity IT Infrastructure Help Desk Manager | London

Are you an experienced IT Infrastructure Help Desk Manager with a solid technical foundation in Microsoft products and ServiceNow ticketing systems? Do you thrive on the challenges of people management and creating a collaborative environment? If so, we’re looking for a motivated professional to join our team in London.


In this role, you’ll be responsible for managing and optimizing the delivery of IT infrastructure services, driving improvements, and ensuring high-quality support across our operations. This position is perfect for someone with strong leadership skills who’s eager to develop team members and is comfortable working with senior stakeholders.


What You’ll Do:

  • Oversee IT Infrastructure Help Desk Delivery: Take ownership of our infrastructure operations, ensuring consistent and reliable service for our end users, and proactively identifying areas for improvement.
  • Provide Infrastructure Support: Utilize technical expertise in Microsoft end-user technologies, audio-visual solutions, Active Directory, Group Policy, DNS, DHCP, TCP/IP, and more to solve complex infrastructure issues.
  • ServiceNow & Microsoft Products Expertise: Use your knowledge of ServiceNow and Microsoft technologies to enhance ticketing processes, manage workflows, and optimize incident management for swift, effective responses.
  • ITIL Process Improvement: Leverage ITIL best practices to streamline processes, enhance service quality, and drive continuous operational improvements.
  • People Management & Development: Coach and mentor a talented team of IT professionals, fostering a growth-oriented environment that encourages learning, skill development, and career progression.
  • Engage with Senior Stakeholders: Act as a trusted partner to senior stakeholders, translating IT service delivery into business value and aligning services to meet organizational goals.
  • Lead and Develop a Hybrid Team: Manage a team in a hybrid working environment, focusing on team development through tailored coaching, mentoring, and personal development plans.
  • Collaborate Regionally and Globally: Work with technical teams across regions to enhance the end-user experience and share best practices.
  • ITSM and Automation: Administer IT Service Management (ITSM) processes to simplify and automate workflows, contributing to efficiency and process optimization.
  • Project Management: Lead small infrastructure projects and implement changes, ensuring timelines and objectives are met.
  • Security & Compliance: Apply knowledge of IT security fundamentals, audit controls, and work closely with internal risk and audit teams to uphold standards.


About You:

  • You bring a strong technical background in Microsoft products, with in-depth knowledge of ServiceNow ticketing systems and ITIL processes.
  • Proven people management experience, with the ability to coach and guide team members toward their goals while creating a collaborative and high-performance team culture.
  • Confident communicator who can engage effectively with senior stakeholders and translate technical insights into business-focused solutions.
  • Skilled at identifying and implementing service delivery improvements to enhance the efficiency and quality of our operations.

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