I''m currently partnering with a rapidly growing, forward-thinking organisation that''s investing heavily in digital transformation - and they''re on the lookout for an experienced Helpdesk Manager to lead their internal IT support function.This isn''t just a "keep the lights on" kind of role. You''ll be front and centre in driving operational efficiency, supporting end-users, managing change requests, and helping shape an IT environment built for scale. This company is renowned for its positive culture, growth mindset, and commitment to innovation - including AI integration and cutting-edge Microsoft technologies. Day-to-Day Leading and managing the day-to-day operations of the IT HelpdeskEnsuring timely resolution of support tickets and change requestsActing as the go-to escalation point for complex technical issuesCollaborating with Business Improvement and IT teams on wider projectsSupporting staff with hardware/software setups, onboarding/offboarding, and eventsMaintaining internal documentation and knowledge basesAnalysing trends in support tickets to drive continuous improvementManaging external vendor relationships when needed Key Performance Indicators (KPIs)Ticket closure rate and SLA adherenceVolume of completed change requestsTeam satisfaction and feedback scores YOU?Proven experience managing a helpdesk or IT support functionExcellent communication and problem-solving skillsSolid understanding of helpdesk tools (e.g., Jira) and ITIL practicesA passion for ..... full job details .....