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For Companies At a Glance
- Tasks: Lead and inspire the IT Support team while ensuring exceptional customer service.
- Company: Join a fun and supportive Managed Service Provider in London.
- Benefits: Enjoy hybrid working, leadership development, and career progression opportunities.
- Why this job: Be part of a high-impact team that values collaboration and continuous improvement.
- Qualifications: Experience in IT management, proven leadership skills, and proficiency with PSA/ITSM tools required.
- Other info: Ideal for tech enthusiasts passionate about Mac environments and emerging technologies.
The predicted salary is between 47000 - 63000 £ per year.
Job Description
Helpdesk Manager
London (hybrid)
£55,000 – £60,000
Our client who are a Managed Service Provider are seeking an experienced Helpdesk Manager to lead and inspire their IT Support team. This is a hands-on leadership role and ideal for someone who is passionate about developing high-performing teams, delivering exceptional customer service and maintaining seamless IT operations, with a strong focus on Mac environments. You will have the flexibility of working hybrid and for a supportive and fun organisation.
As the Helpdesk Manager, you will be responsible for aligning the team with our clients values, oversee daily IT, mentor and grow your team, you will serve as the Account Manager for MSP clients, build strong working relationships to support client success, addressing any issues and foster a collaborative and effective environment and drive continuous improvement through client feedback.
Responsibilities:
- Lead, coach and mentor your team to foster a culture of accountability, growth and collaboration
- Drive team performance through effective goal setting, feedback and development plans
- Facilitate daily standups and weekly meetings
- Managing department budget
- Maintain excellent customer service standards
- Proactively managing client relationships and contract renewals
- Identify and implement continuous improvement initiatives for IT processes and support workflow
Skills:
- Experience in IT management within an MSP or multi-client environment
- Proven leadership skills, including mentoring, coaching and performance management
- Proficiency with PSA/ITSM tools (eg. ServiceNow, ConnectWise, Autotask)
- Ideally have core technical skills and knowledge with macOS and ios troubleshooting, windows, mobile device management (Addigy, Jamf), SaaS platforms, data backup and recovery
- Project management skills
- Excellent communication skills
- Familiarity with AI and emerging technologies to drive operational innovation and efficiency
If you are a collaborative team player, who thrives in a fast paced, multi-client environment, with a genuine passion for technology, ready to lead a high-impact team and deliver top-tier IT support, we’d love to hear from you! This is an exciting new opportunity to work in a supportive organisation, with leadership development and career progression.
Due to the number of applications, we can only reply to candidates with matching skills and experience required.
Helpdesk Manager employer: Apache Associates
Contact Detail:
Apache Associates Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Helpdesk Manager
✨Tip Number 1
Familiarise yourself with the specific tools mentioned in the job description, like ServiceNow or ConnectWise. Being able to discuss your experience with these platforms during an interview will show that you're ready to hit the ground running.
✨Tip Number 2
Highlight your leadership experience by preparing examples of how you've successfully mentored and developed teams in the past. This will demonstrate your ability to inspire and manage a high-performing team.
✨Tip Number 3
Research the company culture and values of the organisation. Tailoring your conversation to align with their ethos during interviews can help you stand out as a candidate who fits well within their team.
✨Tip Number 4
Prepare to discuss your approach to client relationship management. Think of specific instances where you've successfully managed client expectations or resolved issues, as this is crucial for the Helpdesk Manager role.
We think you need these skills to ace Helpdesk Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in IT management, particularly within a Managed Service Provider (MSP) environment. Emphasise your leadership skills and any specific achievements related to team performance and customer service.
Craft a Compelling Cover Letter: In your cover letter, express your passion for developing high-performing teams and delivering exceptional customer service. Mention your familiarity with Mac environments and any relevant tools like ServiceNow or ConnectWise, as these are key to the role.
Showcase Relevant Skills: Clearly outline your technical skills, especially in macOS and iOS troubleshooting, mobile device management, and project management. Use specific examples to demonstrate how you've successfully managed client relationships and driven continuous improvement in past roles.
Highlight Leadership Experience: Since this role involves mentoring and coaching, be sure to include examples of how you've led teams in the past. Discuss your approach to fostering a culture of accountability and collaboration, and how you've facilitated team meetings or standups.
How to prepare for a job interview at Apache Associates
✨Showcase Your Leadership Skills
As a Helpdesk Manager, your ability to lead and inspire a team is crucial. Prepare examples of how you've successfully mentored and developed team members in the past, highlighting specific outcomes that demonstrate your leadership style.
✨Demonstrate Technical Proficiency
Familiarity with macOS, iOS, and various ITSM tools is essential for this role. Brush up on your technical knowledge and be ready to discuss your experience with these systems, as well as any troubleshooting scenarios you've handled.
✨Emphasise Customer Service Excellence
Exceptional customer service is a key focus for this position. Be prepared to share instances where you've gone above and beyond to ensure client satisfaction, and how you’ve managed client relationships effectively.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities and decision-making skills. Think of specific situations where you had to address challenges within a team or improve processes, and outline the steps you took to achieve positive results.
