Full job descriptionProximity Recruitment are searching for a for a talented Technical Support/Helpdesk Manager (£50,000 + Bonus + Benefits) to join one of the UK’s fastest growing businesses in Northampton.
The role is 5 days a week in the offices and works closely with the SLT in a busy & important role for the organisation’s growth plans.
Responsibilities include:
* Manage the day-to-day operation of the IT helpdesk, ensuring tickets are triaged, prioritised, assigned, and resolved within agreed service levels.
* Lead, support, and develop helpdesk staff, including workload management, coaching, performance monitoring, and escalation support.
* Personally handle helpdesk tickets where required, including escalated tickets, complex issues, urgent business-impacting incidents, and during busy periods.
* Act as a senior escalation point for technical issues, ensuring timely resolution and clear communication with users and stakeholders.
* Implement and maintain helpdesk best practices, processes, policies, documentation standards, and service management procedures.
* Oversee support across Microsoft 365, Exchange Online, Azure AD / Entra ID, Azure infrastructure, Azure VPN, Intune, and endpoint management.
* Manage user onboarding, offboarding, account access, permissions, device configuration, and security-related administration.
* Provide oversight and support for CRM SaaS platforms.
* Produce regular reporting on helpdesk performance, ticket volumes, resolution times, recurring issues, and service improvement actions.
If you have experience across IT helpdesks, managing people, SLAs and tickets with a desire to join a leading business and be a cornerstone to their growth & process, this could be a fantastic opportunity for you. Please don’t hesitate to apply for more details.