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MSP Helpdesk Manager - Hybrid

MSP Helpdesk Manager - Hybrid (Aw000632) Abingdon, England

Salary: GBP44000 - GBP52000 per annum

Job Title:







Helpdesk Manager


45k – 52k


Abingdon – Hybrid


Department Function:


The Helpdesk team are tasked with supporting, maintaining and improving our MSP clients end user experience through hardware and software support as well as training and guidance




Key Responsibilities:

  • Supporting and managing the helpdesk team
  • Delivering IT helpdesk projects
  • Supporting the infrastructure and project teams
  • Ensuring that all processes are being adhered to
  • Providing support to our customers
  • Monitor and maintain desktop/laptop systems
  • Helping drive the team forward with improvements to processes and technologies
  • Creating and implementing new processes or procedures to optimise efficiency and/or compliance
  • Handling escalations/following up feedback and pushing to resolution
  • Ensuring the department has key skills and competencies to facilitate the required delivery and growth



Role Activity:

  • Weekly meeting with reporting members
  • Ensuring that all SLAs and KPI’s are being achieved within the helpdesk team
  • Proactively identify areas for improvement/efficiency gain and pre-empt potential issues to reduce requests/incidents
  • Ensuring all Service Desk processes are thoroughly documented, audited, and regularly reviewed
  • Generating regular reports for senior management that showcase helpdesk performance and key metrics
  • Reducing business impact/downtime with preventative measure/improvements
  • Owning and managing the escalation process and support required for the Support team

Manage high priority incidents with appropriate incident management practices

  • Embed and maintain an awareness of other ITIL disciplines and the role the Service Desk play in supporting them (i.e. problem, change and knowledge management)
  • Weekly meeting with Head of Managed Services
  • Managing the client expectations/managing communications between the IT engineers and clients
  • Communicate daily to clients with open tickets
  • Logging, managing and resolving client IT issues
  • Contribute to ongoing internal training programs
  • Keep up to date with developments of Planet IT’s portfolio of products and with wider technology trends
  • Interacting, Supporting and presenting to new and current IT Service clients
  • Supporting the delivery of the existing client’s projects.
  • Working with Technical Account manager to ensure that all audits and road maps are being updated on all current and new support clients.
  • Supporting the Technical Account managers
  • Working with and managing our clients 3rd parties
  • Maintain desktop asset register and configurations
  • Providing support to our clients
  • Adhere to all company policies and procedures.
  • Undertake any other reasonable duties as required to meet the needs of the business.

Person Specification:




·       Strong communication and management skills

·       Excellent troubleshooting and problem resolution skills

·       Experience with system and process implementation on scale

·       Excellent client service

·       Positive attitude to work

·       Strive for continuous improvement

·       Ability to work independently under pressure

·       Proven management experience

·       Strong negotiation skills

·       Proficient decision maker

·       Managing a team operating in; Office 365, EntraID, Intune, Remote monitoring and management tools, Windows desktop, remote desktop environments, anti-virus, networking and firewalls

·       Minimum of 5 years’ IT experience in a corporate or services environment

·       Strong commercial awareness

·       Driving license and own transport essential



  • Previous experience of desktop/support management within the MSP space