IT Infrastructure and Helpdesk Manager

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 , 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