Information Technology Help Desk Manager

The Opportunity

We’re seeking an experienced, people-first leader to manage our busy helpdesk. You’ll be responsible for overseeing the performance of 1st to 3rd line engineers, improving processes, handling escalations, and maintaining high client satisfaction. This is a key leadership role where you’ll collaborate across departments and make a real impact on

how we deliver IT services.

Key Responsibilities

• Lead and mentor the helpdesk team (1st– 2nd line engineers)

• Oversee day-to-day operations and resource scheduling

• Manage escalations and VIP client issues effectively

• Ensure SLAs and KPIs are consistently met

• Drive continuous improvement of helpdesk processes

• Report on performance metrics and client feedback

What We’re Looking For

• Proven experience managing a helpdesk within an MSP environment

• Technical background: Microsoft 365, Azure, Windows Server, Networking

(preferred)

• Proficiency with PSA/RMM tools (e.g., NinjaOne, HaloPSA)

• Excellent communication and client-facing skills

• Experience leading and mentoring technical teams

• ITIL Foundation or equivalent certification (preferred)

What We Offer

• Competitive salary: £55,000–£60,000 + Benefits

• Hybrid working (3 days onsite in our Central London office)

• Training budget for certifications and career development

• Clear progression pathway

• Friendly, collaborative team culture with regular social events

• Access to wellness initiatives and employee perks

Ready to Lead with Cardonet?

If you’re a driven, client-focused professional with MSP leadership experience, we’d love to hear from you. Apply now to join a supportive team where your work truly makes a difference.