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- Tasks: Lead and inspire the IT Support team while ensuring exceptional customer service.
- Company: Join Apache Associates, a supportive Managed Service Provider focused on innovation.
- Benefits: Enjoy hybrid work flexibility and opportunities for leadership development.
- Why this job: Be part of a fun culture that values collaboration and continuous improvement.
- Qualifications: Experience in IT management and proven leadership skills are essential.
- Other info: Ideal for tech enthusiasts ready to make an impact in a fast-paced environment.
The predicted salary is between 48000 - 84000 £ per year.
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This range is provided by Apache Associates. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
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IT and Sales Recruitment at Apache Associates.
Helpdesk Manager
London (hybrid)
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
- 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
- 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.
Seniority level
-
Seniority level
Mid-Senior level
Employment type
-
Employment type
Full-time
Job function
-
Job function
Information Technology, Management, and Customer Service
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Industries
Technology, Information and Media
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Help Desk Manager employer: Apache Associates
Contact Detail:
Apache Associates Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Help Desk Manager
✨Tip Number 1
Familiarise yourself with the specific ITSM tools mentioned in the job description, such as ServiceNow or ConnectWise. Having hands-on experience or even a basic understanding of these platforms can set you apart during discussions.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've successfully mentored or developed teams in the past. Be ready to discuss your approach to fostering a culture of accountability and collaboration.
✨Tip Number 3
Research the company’s values and align your conversation around them. Demonstrating that you understand and resonate with their mission can significantly enhance your candidacy.
✨Tip Number 4
Prepare to discuss how you would handle client relationships and contract renewals. Think of strategies you could implement to ensure client satisfaction and retention, as this is a key responsibility of the role.
We think you need these skills to ace Help Desk Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT management, particularly within a Managed Service Provider (MSP) environment. Emphasise your leadership skills and any specific tools you've used, such as PSA/ITSM tools.
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 how you can contribute to the company's goals.
Showcase Your Achievements: Include specific examples of how you've driven team performance or implemented continuous improvement initiatives in previous roles. Quantify your achievements where possible to demonstrate your impact.
Research the Company: Familiarise yourself with Apache Associates and their values. Understanding their culture and mission will help you align your application with what they are looking for in a candidate.
How to prepare for a job interview at Apache Associates
✨Showcase Your Leadership Skills
As a Help Desk Manager, you'll need to demonstrate your ability to lead and inspire a team. Prepare examples of how you've successfully mentored or coached team members in the past, and be ready to discuss your approach to fostering a culture of accountability and growth.
✨Understand the Technical Requirements
Familiarise yourself with the technical skills mentioned in the job description, particularly around macOS, iOS troubleshooting, and PSA/ITSM tools like ServiceNow or ConnectWise. Be prepared to discuss your experience with these technologies and how they can enhance IT operations.
✨Emphasise Client Relationship Management
Since the role involves managing client relationships, think of specific instances where you've successfully handled client issues or improved client satisfaction. Highlight your communication skills and your ability to build strong working relationships.
✨Prepare for Continuous Improvement Discussions
The company values continuous improvement, so come equipped with ideas on how to enhance IT processes and support workflows. Think about past initiatives you've implemented and be ready to discuss their impact on team performance and client success.
