IT Helpdesk Manager
IQGeo
full-time
Posted on:
Location Type: Hybrid
Location: Cambridge • United Kingdom
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About the role
- Lead, mentor, and manage a global team of IT support administrators
- Oversee hiring, onboarding, and training of team members
- Conduct regular performance evaluations, goal setting, and development planning
- Serve as the primary escalation point and hands-on lead for UK helpdesk issues
- Design, implement, and continuously improve the helpdesk workflow
- Develop and enforce service level agreements (SLAs) for ticket response and resolution times
- Take direct responsibility for the UK helpdesk, ensuring local issues are addressed promptly and effectively
- Identify opportunities to streamline support processes and introduce automation
- Ensure all helpdesk operations adhere to internal security policies, data privacy regulations, and compliance standards
- Willingness and ability to travel to US and Belgium offices, or other locations, to support team development, onboarding, or major incident resolution as required.
Requirements
- Bachelor’s degree in information technology, Computer Science, Business Administration, or a related field
- ITIL certification or similar is preferred
- 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
- Strong understanding of IT infrastructure, networks, systems, and support platforms
- Minimum 1 years’ experience with: Microsoft Entra, Microsoft Intune, Atlassian Suite (Jira, Jira Service Management), Windows, macOS and Linux
- Proven experience in leading, coaching, and motivating a diverse team with exceptional interpersonal and communication skills
- Ability to analyse data and KPIs to drive process improvements and optimize support workflows
- Passion for delivering a high standard of service with an empathetic and user-focused approach to IT support.
Benefits
- 25 days of paid holiday, with the opportunity to purchase up to 5 extra days (total 30)
- SHINE employee ownership program
- Company-matched pension contributions up to 6% of base salary
- Private medical insurance (Bupa) & health cash plan
- Life assurance (4x 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 program, training, etc.)
- Home office support for remote workers
- Flexibility & Work-Life Balance
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
IT supportIT infrastructurenetworkssystemssupport platformsdata analysisKPI analysisprocess improvementautomationservice level agreements
Soft skills
leadershipmentoringcoachingcommunicationinterpersonal skillsteam managementproblem-solvinguser-focused approachempathygoal setting
Certifications
Bachelor’s degreeITIL certification