Information Technology Help Desk Manager

We’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 difference.