Global IT Helpdesk Manager

Job Title: Global IT Helpdesk Manager
Contract Type: Permanent
Location: London, London
Salary: £40000.00 - £50000.00 per annum
Start Date: ASAP
Reference: BBBH55985
Contact Name: Will Fraser
Contact Email:
Job Published: November 24, 2016 11:52

Job Description

We are looking for an IT Helpdesk / Service Delivery Manager to join a growing London based software company and take responsibility for the day to day running of the IT support function on a global basis.

The company is going from strength to strength and has seen significant growth over the past few years. As a result they need someone who can help them to shape their IT support processes to meet the needs of the business, along with managing the day to day running of the global team. This is a great opportunity to join a successful, forward thinking company and play a key role in the delivery of a first class IT Helpdesk function.

The core focus of this role will be to oversee the day to day running of the IT helpdesk, while working closely with the business to improve processes. You will need to manage a team of IT support staff, based across multiple locations, and ensure they are motivated and effective, along with overseeing their personal development. You will act as an escalation point for second and third line issues, so will need a solid technical background and the ability to take ownership of problems and manage them through to resolution.

In addition, you will need to shape how the helpdesk function works, and ensure it is hitting expectations from the business. This will mean reviewing existing processes, putting new ones in place, educating users and influencing stakeholders. You will also have the opportunity to get involved in projects, and to manage relationships with external suppliers.

To be considered for this role you must have a proven track record of experience in an IT Helpdesk / Service Desk role at manager or team leader level, and it is essential that you have managed a team supporting multiple offices, ideally across different time zones. We will also be looking for clear evidence of the following;

  • Strong people management skills, including managing performance, training, motivating, hiring and delegating.
  • Solid technical skills - you must be capable of acting as a point of escalation for technical issues, with exposure to technologies including Windows and Mac desktops and servers, Office 365, HyperV, internet connectivity, devices and security.
  • Experience reviewing, evolving and implementing processes.
  • Excellent communication skills, including the ability to work with and influence senior level stakeholders.
  • Project management and supplier management experience.

In addition we are looking for people who can demonstrate a calm and measured approach, who can build effective long term working relationships, and who are highly organised and unflappable under pressure.

This is a great opportunity to join a company that is at the top of its game, and play a vital role in ensuring the long term success of the IT helpdesk team. If this sounds of interest then we'd love to hear from you; please contact Will Fraser at Handle Recruitment for more information.


IT Helpdesk IT Service Desk Manager Team Leader Global International Windows Mac PC Server Desktop 365 Process Implement Stakeholder Project Supplier IT Helpdesk Service Desk Service Delivery

PLEASE NOTE: Due to the high volume of applications we receive we are unable to respond to everyone. If you have not heard from us within 5 working days of sending your CV then unfortunately you have not been shortlisted for the position you have applied for.