Helpdesk Manager

Job description

Role: Helpdesk Manager (entry‑level management, will become more of a mentor)

Location: Kings Langley (Watford area)

Working pattern: 6 months fully on site, then moving to 1 day per week WFH

This is a hands-on, user-facing Helpdesk role with clear management progression. Initially an individual contributor / escalation point, but with eventual direct reports and responsibility for mentoring early‑careers staff. They typically hire grads into the service desk and develop them into wider areas, so they want someone confident coaching and helping people find their feet.

High-level responsibilities include:

• User-facing helpdesk support, onboarding & offboarding
• Acting as escalation point for the service delivery team
• SLA reporting, customer satisfaction reporting & improvement
• Hardware lifecycle management
• Windows & Mac (Linux nice to have)
• AD (on-prem & Azure), VPN, Anti-Virus
• Ticketing systems
• Knowledge base / FAQ (Confluence + internal system “Nebula”)
• Audio & Visual support (liaising with provider)
• Virtual Machine management
• Strong stakeholder management

Extra information

Status

Open

Education Level

Secondary School

Location

Watford

Type of Contract

Full Time Jobs

Published at

01-05-2026

Profession type

ICT

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English