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Our client, Techrelate, started with three main goals in mind. First, to provide second-to-none IT support. Secondly, to offer industry-leading innovations and finally, to provide their clients with an efficient, bespoke and personal service. They are focused on not just fixing their clients’ problems but on helping them to achieve their business goals.

They are currently recruiting for a Helpdesk Manager to join their successful team. This is a full-time office based role in Highbury, N4.

As the successful candidate, you will be supporting the help desk engineers organising and managing their time and daily work commitments.:


As the successful candidate, you will:

Providing an excellent example of Customer Service at all times

Line Management of Helpdesk Engineers - maintaining time keeping, time recording, attendance and Helpdesk standards according to Best Practise

Monitoring and assigning new tickets to Helpdesk Engineers

Liaise daily with Head of Service Delivery to identify any priority infrastructure or security issues

Ensure all calls to the Helpdesk are answered within 3 rings and all tickets have a 1st response within 15 minutes

Ensure all Ticket SLAs are met

Maintain the general workflow of the Helpdesk

Working with the Client coordinator to arrange engineer and hardware logistics

Working with Project Managers and Sales team to assign appropriate resources to project tasks

Review daily Helpdesk Checklist

Assisting workflow for Starters / Leavers / Changes

Recording minutes and actions for the Weekly Helpdesk meeting

Reporting weekly KPI’s to the Management Team

Recognise and highlight performance excellence

Working with the MD to ensure the physical and mental well-being of all team members according to company policy

Ensure customer priorities are met and keep an eye out for anything your team may miss

Working with Helpdesk Engineers to stay on top of their ticket list

Ensure correct scoping and processing of all work outside of Monthly Service Contracts


You will need:

At least 2 years experience of Service Desk coordination

A firm but fair people management skills

An understanding of remote support software

A solid technical background with an ability to give instructions to a non-technical audience

Excellent written and verbal communication skills

A customer service-orientated background with a problem solving attitude

A working knowledge of Microsoft 365 would be beneficial


Salary between £30 - £35k neg depending on experience



There is a pathway for growth in the future for the right candidate in either of the following roles:

Office Manager / Operation Manager / Senior Line Management


Reference : Helpdesk Manager jobs

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Published at 17-07-2024
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