At a Glance
- Tasks: Lead a dynamic Helpdesk team and shape service desk operations from the ground up.
- Company: Join a global investment company with a focus on innovation and service excellence.
- Benefits: Competitive salary up to £60,000, hybrid work, and professional development opportunities.
- Other info: Exciting opportunity for career growth in a collaborative and supportive workplace.
- Why this job: Make a real impact by improving user experience and operational efficiency in a tech-driven environment.
- Qualifications: Strong IT Helpdesk experience and leadership skills required.
The predicted salary is between 60000 - 60000 £ per year.
We’re seeking a hands-on Helpdesk Managerfor our client, a global investment company.
This is an exciting opportunity to shape a service desk from the ground up, taking ownership of the platform’s design, workflows, SLAs, automation and reporting, while leading and developing a small team.
This is a hybrid role based at the company’s London City office.
The position combines day-to-day team leadership and technical support with a real focus on improving service quality, user experience and operational efficiency.
Key responsibilities Manage the Helpdesk team, overseeing workload, priorities and performance.
Ensure tickets are appropriately prioritised and resolved within agreed SLAs.
Act as the escalation point for complex technical issues and user concerns.
Lead the configuration and rollout of the new ITSM platform.
Design ticket queues, categories, workflows, escalation processes and automation.
Develop service reporting, dashboards, KPIs, knowledge articles and procedures.
Drive adoption of the new platform and continuously improve service delivery.
Coach and develop team members, promoting excellent customer service standards.
You will have Strong experience in an IT Helpdesk or IT Support environment.
Previous experience leading, supervising or mentoring IT support colleagues.
Good knowledge of Microsoft 365, Entra ID and Windows desktop environments.
Experience with IT ticketing or ITSM platforms and incident management processes.
Excellent organisation, prioritisation and problem-solving skills.
Strong communication skills and a customer-focused approach.
Confidence managing escalations and working with stakeholders at all levels.
ITIL Foundation or equivalent practical experience would be beneficial The salary for this role is paying up to 60,000 plus benefits and is offered with a hybrid work pattern of one day a week working from home.
Helpdesk Manager employer: Ashdown Group
Join a well-established global business in Surbiton, where you will thrive in a dynamic work culture that values innovation and collaboration. With hybrid working options, fully subsidised dining and fitness facilities, and ample opportunities for professional growth, this role as an IT Project Manager offers a rewarding environment for those looking to make a meaningful impact in the digital landscape.
StudySmarter Expert Advice🤫
We think this is how you could land Helpdesk Manager
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Ashdown Group values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Ashdown Group might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Ashdown Group!
✨Direct Apply to Ashdown Group
Let's not forget to apply directly through the Ashdown Group website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Helpdesk Manager
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Ashdown Group.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Ashdown Group. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Ashdown Group
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
