Job Title: Service Desk Manager Location: Braintree (hybrid- 1 day WFH a week) Industry: Retail Salary: £50,000 per annum (DOE) About the Company: Our client is a leading retail company based near Basildon, renowned for delivering high-quality customer-focused support across a number of locations. They are committed to innovation and excellence, providing cutting-edge solutions to their clients. As part of their continued growth, they are seeking an experienced and proactive Helpdesk Manager to join their dynamic IT team. The Role: As a Helpdesk Manager, you will be responsible for overseeing the IT support function, ensuring the efficient and effective resolution of technical issues for internal users. You will lead a team of helpdesk professionals, manage service requests, and drive continuous improvement to enhance user satisfaction. This role requires strong leadership, technical expertise, and a customer-focused approach. Key Responsibilities: Manage and lead the IT helpdesk team, providing guidance, support, and performance management. Oversee the daily operations of the IT service desk, ensuring timely resolution of technical issues. Develop and implement helpdesk policies, procedures, and best practices. Monitor and analyse helpdesk performance metrics, reporting on trends and areas for improvement. Act as an escalation point for complex technical issues and ensure their resolution. Collaborate with other IT teams and departments to ensure seamless support services. Maintain and improve IT service management processes, including incident, problem, and change management. Stay up to date with emerging technologies and recommend relevant improvements. Ensure compliance with security policies and IT governance frameworks. Provide training and mentoring to helpdesk staff to enhance their technical skills and customer service capabilities. Requirements: 2 years of experience within a management role Strong leadership and team management skills ITIL/Microsoft Certifications Hands-on experience with IT service management tools and frameworks (e.g., ITIL) Solid understanding of Windows, Mac, networking, and cloud-based technologies. Strong communication skills with the ability to explain technical concepts to non-technical users Ability to manage multiple priorities in a fast-paced environment In Technology Group Ltd is acting as an Employment Agency in relation to this vacancy.