Information Technology Help Desk Manager

Information Technology Help Desk ManagerWe’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.

This is a hybrid position, and you will be required to be in the office 3 days a week.

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

Qualifications

Proven experience managing a helpdesk within an MSP environment

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

Excellent communication and client-facing skills

Experience leading and mentoring technical teams

Benefits

Competitive salary + Benefits

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

Training budget for certifications and career development

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 ..... full job details .....