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Helpdesk Manager

  • Reference IP29591-PD-IP
  • Salary £40,000 - £45,000
  • Location Cardiff
  • Job type Permanent

Technical Support Manager

This is a great opportunity to become a a highly integral manager within a progressive, forward thinking company where honesty, integrity and flexibility create the backbone of the business.

We are urgently seeking an experienced Technical Helpdesk Manager / Service Desk Manager to be responsible for the day-to-day operation of the helpdesk, including co-ordinating (and assisting on occasion) 1st and 2nd Line customer tickets around desktop and network issues, installing and upgrading software, implementing file back-ups, and configuring systems and applications as well as developing the team's knowledge base and providing a superior level of customer service to users. The company has a turnover of around £19 million and 200 staff in the UK. You'll be managing a team of 10 Analysts who cover a range of desktop and network support for the 200 direct staff as well as fielding external customer problems.

This is a hands on role but your primary focus will be to co-ordinate and facilitate the rapid resolution of incidents and timely response to service requests impacting customers business operations.

You'll be supervising and managing a small technical team so previous management experience gained within a technical helpdesk / desktop support environment will be key for this role. Any Prince 2 or ITIL V3 foundation qualifications will also be nice to have but not paramount.

Co-ordinate/perform the
Key responsibilities

• Day-today-management of the helpdesk and technical services.
• Manage recruitment, support and development of department staff.
• Managing and monitoring performance, productivity, quality and cost efficiency.
• Head up team meetings.
• Implement ITIL processes for incidents, problems and change management processes.
• Communicate with key stakeholders.


• Flexible working
• 23 days holiday a year
• Private medical insurance
• Life Insurance 4x salary
• Group Income Protection (Permanent health insurance) of 75% of salary less state benefit in event of long term illness or disability
• Employee Assistance Programme
• The People’s Pension – 3% of “Qualifying Earnings” for the employee and 2% employer

If you feel that you would be suitable for the role and would like to find out more please hit the apply button now for more information.

We feel this role should be commutable from Cardiff, Newport, Bristol, Cwmbran, Rhondda, Merthyr, Barry, Bridgend, Port Talbot and Swansea.

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