IT Service Desk and Support Manager


Job Details
Job Title IT Service Desk and Support Manager

Department IT & Security

Location Stockton-on-Tees

Salary £27,000 - £31,000

Closing Date 11/12/2021


We are looking for an experienced IT Service Desk and Support Manager to join our team in Stockton in this newly created role!

As the manager of the IT service desk, you must be a strong leader with excellent communication skills. You must have a good customer service background as you will be the main point of contact for all IT related queries and issues.

Your primary objective is to provide exemplary technical support, manage daily operations of the service desk and rapidly resolving technology issues that are reported through an internal ticketing system.

Other responsibilities of the IT Helpdesk include:

  • Purchasing, set up, asset recording and delivery of all end-user IT equipment (where physical delivery to other offices/locations is required allowances for mileage or the use of a company pool car will be provided).
  • Updates, patches and upgrades of end-user software via Meraki Systems Manager.
  • End-user account creation, updates and removal via Google Workspace.
  • Purchasing, distributing and asset recording software licences for applications.
  • Email distribution lists via Google Workspace.
  • VoIP account management and internal support (system supported via 3rd party managed service).
  • End-user incidents/request management and resolution
  • Building the helpdesk knowledge base to promote self-help and training end-users on use.
  • Ensuring functionality of shared IT such as meeting room conferencing equipment and printers (printer defects are supported by a 3rd party)
  • End-User network connection setup and troubleshooting via ethernet and WiFi (via Meraki Access Points).
  • IT asset list management - recording, tagging and providing reports for audits and compliance.
  • Management and maintenance of all internal IT related supply chain/service agreements.

**Manage All Service Desk Operations **

  • Promote continuous improvement of the IT Helpdesk, desktop administration, and telecom delivery for all stakeholders
  • Providing on-going maintenance and technical support of IT systems.
  • Monitoring ticket volume and performance metrics while supporting the team in exceeding expectations, including corrective action if necessary.
  • Gather and report operational metrics, accomplishments, and priorities for leadership meetings.

Oversee Asset Management and Inventory

  • Manages the software and hardware purchases for the division. This entails analysis of technology trends and recommendations for effective and economical solutions to IT needs. Inspect the use of technological equipment and software to ensure functionality and efficiency.
  • Assign equipment to users and keep up to date the log of all assigned equipment.
  • Produce licencing reports as required for audits.
  • Monitor financial resources.

**Training & Inductions **

  • Build an IT helpdesk knowledge base to promote self-help and provide training to end-users on use of equipment. This may be in the form of in person training to groups of new VS employees, creating a ‘starter pack’ for new VS employees or refresher training.

**Management of Staff **

  • As the founding member of the IT Helpdesk, you will be required to line manage new IT Helpdesk staff as the team grows. This will involve delegating tasks, ensuring service levels are maintained and providing training, reviews and other line management duties.

What we need to see

  • Extensive general IT knowledge
  • Knowledge of DHCP, Networking and Wifi troubleshooting
  • Excellent attention to detail and process driven
  • Very good written and oral skills
  • Ability to simplify complex problems and provide training
  • Full Driving Licence


  • Google Workplace administration experience
  • Knowledge of Mitel or similar phone systems
  • Experience with Meraki products such as System Manager
  • and Access Points
  • Experience with administration of Zoom, Jira, Confluence

What we’ve got to offer

We offer a competitive salary, a great working environment, and outstanding benefits including:

  • Competitive basic salary
  • Unlimited holiday
  • Fully flexible working
  • Bupa Employee Assistance Programme
  • VS Perks, have a monthly treat on us; from Amazon vouchers, Playstation credits, Birchbox to Just Eat there's something for everyone!
  • Free breakfast, fruit, hot and cold drinks & protein shakes
  • Friday afternoon drinks - wind down for the weekend with a choice of soft and alcoholic drinks
  • Pension scheme
  • Discounts across our brands
  • Regular team social events

How to apply Fill out the form and add your current CV to be considered for the position.

We regret that, due to high competition for roles at Visualsoft, we are only able to contact successful candidates. If you don’t hear from a member of our team within 28 working days of submission, you have not been successful on this occasion.

Talent Hunter Referral Bounty - £1000 Help us find the right talent to join our team, and get a handsome reward in return. It couldn’t be easier - if you know someone that could be an ideal candidate, either refer them directly to us or simply ask them to include your details as the referer when they apply. If they land the job with us as a direct result of your referral, you get the bounty!

Job Title IT Service Desk and Support Manager

Department IT & Security

Location Stockton-on-Tees

Salary £27,000 - £31,000

Closing Date 11/12/2021