Job Location: Office based - Brighton (this is not a remote working role) Job Type: Permanent Salary: Competitive, details on application Job Ref: Helpdesk Manager Direct Reports: 20 staff Reports To: Technical Manager Trident, a leading MSP (Managed Service Provider) based in the Southeast, seeks a driven and dynamic professional to join our team as a Helpdesk Manager. With over 30 years of experience, our team of business and technical consultants possess exceptional knowledge, drive, and passion. We pride ourselves on delivering exciting and impactful technology business-to-business and maintain high-level partn er relations with top industry suppliers, including Microsoft, Dell, SonicWall and Cisco Meraki. As our company experiences rapid growth and looks toward future expansion, this position will continue to fulfil current and ongoing exciting projects and give an excellent opportunity for the individual to explore new and emerging technologies. We are currently offering a fantastic opportunity for the right candidate to join our established helpdesk team as the Helpdesk Manager will be responsible for leading and overseeing the operations of the support desk team, ensuring that all customer inquiries and issues are efficiently and effectively resolved. The ideal candidate for this role will have a strong background in managing support desks or customer service teams, as well as excellent communication and interpersonal skills. They should also have a solid understanding of technical concepts and be able to troubleshoot and resolve issues as needed. Additionally, the ideal candidate will be eager to take advantage of the opportunity for unlimited training in order to support the growth and development of both themselves and their team. Trident is dedicated to nurturing the professional growth and technical skills of our team. We believe that investing in our team's expertise not only benefits our employees but also enhances the quality of services we provide to our clients. During their employment, the successful candidate will benefit from not only being part of exciting new technologies and services but also continual training, certification, and mentorship. The Helpdesk Manager ’ s core responsibilities are: Managing and supporting a team of support desk technicians to provide excellent customer service. Setting performance goals and monitoring progress toward meeting them. Tracking and reporting on key performance metrics such as resolution time and customer satisfaction. Providing coaching and mentorship to support desk technicians to help them develop their skills and career aspirations. Pro-Active Analysis – Leading and contributing to regular activity to analyse ticket patterns to help the Service Desk team identify to common issues that require pr oblem m anagement or identify risks/eliminate false positives based on previous data. Identify areas of further service development and liaise with the Business Manager s to raise sales opportunities as they arise. Play an active part during any major incidents that may affect your customers. Drive service review meetings covering performance against SLA/KPI, service improvements, customer satisfaction, quality and processes. Generation of monthly reporting on contractual services, risks and issues and delivery of these in alignment to monthly governance customer meetings (Monthly Service Reviews). Continued assessment of security, Integrity, and availability both internally and in part of Trident’s service. Continued assessment of regulatory and compliance requirements for both Trident and its clients. Working to ISO 27001, 14001 and 9001 requirements along with Trident's operating procedures. Qualifications and Skills - The successful candidate will require expert knowledge with the following technologies: Effectively communicate with teams, understand their needs, convey information clearly and respond to their requirements appropriately with the capability to inspire. Thorough understanding of the company's products, services (such as IT infrastructure, cloud technologies, networking, and security solutions), relevant qualifications and certifications. A flair for troubleshooting, communication, and exceptional customer service. Excellent communication skills, both written and verbal. Be flexible and adaptable to situations and changing requirements. Excellent task and time management. MSP experience is desirable. Strong leadership and people management skills. Reporting Deliver an overview report of the role and highlight areas of success and failure on a six-monthly basis with recommendations for change and possible improvements. General Trident Responsibilities: Accurately logging time spent on all activities within the CRM software. Managing service and project tickets effectively within the CRM software. Keeping the Resource Management Team informed of any issues or delays promptly for appropriate diary and customer expectation management. Completing department-specific training as required. Ensuring all data is kept secure in accordance with company policies. Completing HR, security, health and safety, and assigned training through the e-learning training portal. Demonstrating understanding of Trident’s policies and procedures, including its Information Management System (IMS) and Information Security Management System (ISMS). Benefits: Up to 32 days holiday per year plus bank holidays (25 days annual leave per annum - increased one day for every year of service up to 32 days bank holidays). Access 7,000 hours of on-demand IT courses, practice tests and virtual labs. Wellbeing - Access to Bupa EAP (Employee Assistance Program) for you and your family. ‘Cycle to Work’ scheme. Access to vendor pricing for personal IT hardware and software purchases. Access to Microsoft Workplace Discount Program – Save up to 10% on Surface devices and 30% on Microsoft 365 subscriptions. Click here. Central office location – a 15-minute walk from Brighton train station, 10-minute local bus routes and short work from local shops, restaurants, and bars. “Smart casual” dress code with dress down Friday raising money for the local charities. Regular social and team-building events. ‘Refer a friend’ recruitment bonus scheme. Social spaces in Trident’s office for staff to connect – Bar, pool tables, table tennis, arcade, etc. W e are excited to have the right person join our dynamic team and to be part of our thriving MSP environment.