IT Infrastructure and Helpdesk Manager

1 week ago

Northwich, Cheshire, United Kingdom Adria Solutions Full time £60,000 - £120,000 per year
IT Infrastructure and Helpdesk Manager

As IT Infrastructure and Helpdesk Manager, you will play a key leadership role in ensuring that the organisation's technology operations run smoothly, securely, and efficiently. You will lead a high-performing team, oversee infrastructure and service delivery, and drive continuous improvement in user experience and system reliability.
Key Responsibilities
Team Leadership & People Development
  • Lead, inspire, and manage the IT Helpdesk team, promoting a culture of inclusion, accountability, and high performance.
  • Mentor team members through structured coaching, development plans, and regular feedback.
  • Identify training needs and coordinate learning opportunities to enhance skills and build a future-ready IT support function.
  • Foster collaboration, knowledge sharing, and continuous improvement across the department.
Operational & Service Delivery Management
  • Oversee daily Helpdesk and infrastructure operations, ensuring timely resolution of technical issues in line with SLAs.
  • Implement and maintain best practice processes, service standards, and performance metrics (KPIs).
  • Manage vendor relationships, contracts, and service delivery to ensure quality and value for money.
  • Ensure servers, storage, and networks remain secure, stable, and high-performing.
  • Lead infrastructure projects such as system upgrades, migrations, and process enhancements.
  • Promote cybersecurity best practices, ensuring compliance with internal policies and controls.
  • Manage the helpdesk ticketing system and maintain accurate support documentation.
  • Support facilities management to ensure physical and digital infrastructure needs are met.
Stakeholder Engagement & Communication
  • Serve as the key escalation point for complex technical issues.
  • Engage proactively with internal departments to understand support needs and drive service improvement.
  • Provide regular updates to senior leadership on performance, projects, risks, and initiatives.
About You
  • Proven experience in managing and developing technical teams within an IT support or infrastructure environment.
  • Degree (or equivalent experience) in Computer Science, Information Technology, or a related field.
  • Experience in IT Helpdesk or Support Management.
  • Strong background in infrastructure, networks, and desktop support with hands-on technical understanding.
  • Excellent analytical, troubleshooting, and problem-solving skills.
  • Outstanding interpersonal and communication skills with the ability to engage both technical and non-technical stakeholders.
  • Strong business awareness with the ability to align IT services with organisational goals.
  • Customer-centric, adaptable, and calm under pressure, with a passion for service excellence.
What's on Offer
  • Competitive salary and discretionary annual bonus
  • Generous employer pension contribution
  • 25 days' annual leave plus bank holidays (increasing with service)
  • Employee Assistance Programme offering confidential support
Ready to take the next step in your IT leadership career?

Apply now to join a forward-thinking organisation where your expertise will make a real impact.
IT Infrastructure and Helpdesk Manager

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