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- Tasks: Lead a global IT support team and resolve complex tech issues.
- Company: Join IQGeo, a carbon-neutral software company making a global impact.
- Benefits: Enjoy 25 days holiday, private medical insurance, and flexible working.
- Why this job: Shape the future of IT support while developing your leadership skills.
- Qualifications: 3+ years in IT support with management experience preferred.
- Other info: Diversity and inclusion are at our core; bring your authentic self!
The predicted salary is between 36000 - 60000 ÂŁ per year.
We are seeking an experienced and proactive hands-on IT Helpdesk Manager to lead and oversee our global team of IT support administrators. Based in our UK office, you will be responsible for ensuring efficient, high-quality, and timely support to end-users across all regions. You will directly manage support staff in the US and Belgium, while personally handling escalated or complex issues for UK-based users. This role demands a strategic leader with excellent communication, organisational, and technical skills to ensure seamless support for our global workforce. Willingness to travel internationally is essential.
What You’ll Do
- Team Leadership and Development: Lead, mentor, and manage a global team of IT support administrators, fostering a collaborative and high-performing work environment. Oversee hiring, onboarding, and training of team members, promoting best practices in technical support. Conduct regular performance evaluations, goal setting, and development planning to enhance team skills and productivity. Serve as the primary escalation point and hands-on lead for UK helpdesk issues, personally resolving or overseeing resolution of complex or high-priority support requests.
- Operational Management: Design, implement, and continuously improve the helpdesk workflow, ensuring alignment with industry standards and company objectives. Develop and enforce service level agreements (SLAs) for ticket response and resolution times, monitoring key metrics and reporting regularly on performance. Take direct responsibility for the UK helpdesk, ensuring local issues are addressed promptly and effectively.
- Process Improvement and Automation: Identify opportunities to streamline support processes and introduce automation for ticket management and troubleshooting, reducing response and resolution times. Collaborate with cross-functional teams to implement new technologies and tools that improve support efficiency and user satisfaction. Monitor industry trends and advancements in helpdesk support to ensure the organization remains competitive and up to date.
- Compliance and Security: Ensure all helpdesk operations adhere to internal security policies, data privacy regulations, and compliance standards. Work closely with the InfoSec team to identify and mitigate security risks related to end-user support and access.
- Travel: Willingness and ability to travel to US and Belgium offices, or other locations, to support team development, onboarding, or major incident resolution as required.
What You’ll Bring
- Education: Bachelor’s degree in information technology, Computer Science, Business Administration, or a related field. ITIL certification or similar is preferred.
- Experience: 3+ years of experience in IT support, with at least 1 year in a management or team lead role, preferably with a global or multi-regional team.
- Technical Skills: Strong understanding of IT infrastructure, networks, systems, and support platforms. Microsoft Entra, Microsoft Intune, Atlassian Suite (Jira, Jira Service Management), Windows, macOS and Linux.
- Leadership Skills: Proven experience in leading, coaching, and motivating a diverse team with exceptional interpersonal and communication skills.
- Analytical Skills: Ability to analyse data and KPIs to drive process improvements and optimise support workflows.
- Customer Focus: Passion for delivering a high standard of service with an empathetic and user-focused approach to IT support.
What’s in It for You?
- 25 days of paid holiday, with the opportunity to purchase up to 5 extra days (total 30)
- SHINE employee ownership programme
- Company-matched pension contributions up to 6% of base salary
- Private medical insurance (Bupa) & health cash plan
- Life assurance (4Ă— gross salary) & incapacity benefit
- Enhanced maternity leave policy
- EV company car scheme (salary sacrifice) & cycle-to-work scheme (salary sacrifice)
- Give-as-you-earn charity scheme & paid volunteering day each year
- Career development opportunities (mentorship programme, training, etc.)
- Home office support for remote workers
Flexibility & Work-Life Balance
We support hybrid and flexible working arrangements for all employees. We understand that life for many people involves school runs, care-giving, or exercising!
Work Permits & Visas
You must already have the right to work permanently in the UK. This role does not support those requiring visas or visa transfers.
Diversity & Inclusion
At IQGeo, we believe that diversity and inclusion are essential to who we are and how we work. Guided by our values, we know that People Matter, and we are committed to building a team that reflects a wide range of nationalities, backgrounds, skills, viewpoints, and abilities. We create an environment where everyone can bring their authentic selves with confidence, knowing they are respected, supported, and empowered to Deliver with Purpose. By embracing different perspectives, we Pioneer the Future together — shaping innovative solutions for our customers and our industry.
About IQGeo
At IQGeo, we help telecommunications and utility companies around the world “build better networks.” Our award-winning geospatial software empowers more than 500 organisations to plan, design, build, and maintain the fibre and energy networks that are essential to our connected, sustainable future. Headquartered in Cambridge, UK with regional offices across North America, Europe, and Asia, we’re proud to be a carbon-neutral software company tackling two of society’s biggest challenges: universal broadband access and the transition to net zero. By joining IQGeo, you’ll be part of a global team shaping the networks that power our businesses, communities, and planet for the long term.
IT Helpdesk Manager in Cambridge employer: IQGeo
Contact Detail:
IQGeo Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Helpdesk Manager in Cambridge
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend meetups, webinars, or even just grab a coffee with someone who works in IT support. You never know when a casual chat could lead to your next job opportunity.
✨Tip Number 2
Show off your skills! When you get the chance to interview, be ready to discuss specific examples of how you've led teams or solved complex issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers and make them memorable.
✨Tip Number 3
Don’t forget to follow up! After an interview, send a quick thank-you email to express your appreciation for the opportunity. It shows you're genuinely interested and keeps you on their radar. Plus, it’s a great chance to reiterate why you’re the perfect fit for the role.
✨Tip Number 4
Apply through our website! We love seeing applications come directly from our site. It not only shows your enthusiasm but also helps us keep track of candidates more efficiently. So, don’t hesitate—get your application in and let’s get the ball rolling!
We think you need these skills to ace IT Helpdesk Manager in Cambridge
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the IT Helpdesk Manager role. Highlight your leadership experience and technical skills that match the job description. We want to see how your background aligns with our needs!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how you can contribute to our global team. Keep it engaging and personal, so we get a sense of who you are.
Showcase Your Problem-Solving Skills: In your application, don’t forget to mention specific examples of how you've tackled complex IT issues in the past. We love seeing candidates who can think on their feet and lead their teams through challenges.
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of getting noticed. It’s the easiest way for us to keep track of your application and ensure it reaches the right people!
How to prepare for a job interview at IQGeo
✨Know Your Tech Inside Out
As an IT Helpdesk Manager, you need to demonstrate a strong understanding of IT infrastructure and support platforms. Brush up on your knowledge of Microsoft Entra, Intune, and the Atlassian Suite. Be ready to discuss how you've used these tools in past roles to improve support efficiency.
✨Showcase Your Leadership Skills
This role requires excellent leadership abilities. Prepare examples of how you've successfully led and developed a team in previous positions. Think about specific challenges you faced and how you motivated your team to overcome them.
✨Be Ready for Scenario Questions
Expect questions that assess your problem-solving skills. Prepare for scenarios where you might have to handle escalated issues or manage a high-pressure situation. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Understand the Company Culture
Research IQGeo's values and commitment to diversity and inclusion. Be prepared to discuss how your personal values align with theirs and how you can contribute to fostering a collaborative work environment. This shows you're not just a fit for the role, but for the company as well.