IT Infrastructure and Helpdesk Manager

IT Infrastructure and Helpdesk Manager As IT Infrastructure and Helpdesk Manager, you will play a key leadership role in ensuring that the organisation s technology operations run smoothly, securely, and efficiently. You will lead a high-performing team, oversee infrastructure and service delivery, and drive continuous improvement in user experience and system reliability. Key Responsibilities Team Leadership and People Development Lead, inspire, and manage the IT Helpdesk team, promoting a culture of inclusion, accountability, and high performance. Mentor team members through structured coaching, development plans, and regular feedback. Identify training needs and coordinate learning opportunities to enhance skills and build a future-ready IT support function. Foster collaboration, knowledge sharing, and continuous improvement across the department. Operational and Service Delivery Management Oversee daily Helpdesk and infrastructure operations, ensuring timely resolution of technical issues in line with SLAs. Implement and maintain best practice processes, service standards, and performance metrics (KPIs). Manage vendor relationships, contracts, and service delivery to ensure quality and value for money. Ensure servers, storage, and networks remain secure, stable, and high-performing. Lead infrastructure projects such as system upgrades, migrations, and process enhancements. Promote cybersecurity best practices, ensuring compliance with internal policies and controls. ..... full job details .....