Helpdesk Manager / Leader
JOB_53466144729484Job type
PermanentLocation
LondonWorking Pattern
Flexible Working,Full-timeSpecialism
LeadershipIndustry
Banking & Financial ServicesPay
£70,000-£90,000 plus benefitsClosing date
30 Oct 2025
Helpdesk Manager or Team Leader
A leading global multi-asset investment company is seeking an IT Support Manager or a Team Leader looking to take the next step in their career, to join our London-based Europe IT team. This newly created role will be responsible for the overall operation of our Europe IT Helpdesk, whilst interfacing with other regional teams. This is a fantastic opportunity to be involved with a business that is innovating and driving exciting growth whilst maintaining a good hands-on approach.
You will be responsible for the team delivering a premium, ‘white-glove’ end-user experience – where responsiveness, attention to detail, and professionalism are paramount. You’ll manage and inspire the team to provide exceptional service, foster a proactive culture, and drive continuous improvement through initiatives that elevate quality and efficiency. At the same time, you’ll manage key operational and managerial priorities to ensure the helpdesk runs seamlessly, acting as the primary escalation point for our support team, resolving complex technical issues swiftly and effectively. You will be required, as you would expect with a service-based role, to work with flexibility.
KEY RESPONSIBILITIES:
- Helpdesk Operations: Oversee daily operations of the Europe IT Helpdesk, ensuring timely and effective resolution of technical issues, managing the team’s workload, actively taking on and resolving tickets daily, adjusting level of involvement depending on team availability.
- Escalation Support:
- People Management
- Service Standards, Lead by example in this area.
- Documentation & Process Development
- Performance Metrics
- Vendor Management
- Asset Management
- Compliance & Risk
- Change Management
IDEAL EXPERIENCE AND SKILLS:
- Proven experience in IT support management, including triaging tickets and phone calls from end users within a high-touch, high-service professional services environment
- Proven people management experience with the ability to coach and mentor a team.
- Knowledge of ITIL concepts
- Collaborative and team orientated with strong interpersonal skills and the ability to thrive in a fast-paced, high-end ‘white glove’ service environment.
- Excellent communication skills
- Must be creative and flexible in order to respond quickly and positively to shifting demands and opportunities.
- Ability to understand business requirements and develop solutions to meet those needs.
TECHNOLOGY EXPERIENCE:
- Strong background with the ServiceNow platform.
- ITIL Foundations required, ITSM preferred.
- Proficient in Active Directory, Azure AD and Conditional Access.
- Strong technical knowledge of Outlook and Exchange Online delegation. Able to resolve complex mailbox, sync, and permission issues.
Strong knowledge of supporting enterprise mobile devices via Intune. - General experience in automation of workflows preferred.
What you need to do now
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
Helpdesk Manager / LeaderJOB_534661447294842025-09-302025-10-30
Talk to Justin Lush, the specialist consultant managing this position
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JOB_53466144729484