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SC Cleared Helpdesk Manager

  • Location

    London, England

  • Sector:

    Demand IT & Business Engagement

  • Job type:


  • Salary:


  • Contact:

    Amy Harris

  • Contact email:

  • Salary high:


  • Salary low:


  • Job ref:


  • Published:

    over 1 year ago

  • Duration:

    3 Months +

  • Expiry date:


  • Startdate:


  • Consultant:


Montash have been engaged by a leading UK Consultancy to source a SC Cleared Helpdesk Manager for an initial 3 month contract based in London.

Te role has management and leadership responsibility and you must hold SC Clearance. You will be managing a 2nd line support team and must have had experience doing so, with experience in MS365.

The Helpdesk Manager will coordinate the operation, support, maintenance and improvement of the digital/technology parts of the end-to-end service. The role will be the central point of expertise that operates and keeps developing the product and the service it delivers. The post holder will co-ordinate the overall workload management.

Key responsibilities

  • Accountable for all aspects of digital/technology live service support and improvement for the end-to-end service (enabled by the product) delivered to the customer.
  • Manage and control the digital and technology assets, resources, subscriptions and calendar of activities (primarily Microsoft updates) needed to keep the end-to-end service operating efficiently and effectively.
  • Coordination of the multiple providers and suppliers involved in delivering the end-to-end service, both internal and external.
  • Ensuring that operational methods, procedures, documentation, facilities and tools are established, reviewed and improved continuously.
  • Identify and make improvements to the live operational service. Be proactive in making suggestions for improvements, providing options and recommendations.
  • Ensure that 2nd line support staff are effectively managed and understand their role.
  • Prepare and maintain analysis and knowledge of the product and look at any trends with service and make suggestions as to how they can be improved. Provide management information on a regular basis and continually review how this can be improved to meet the needs of the various stakeholders.
  • Analyse and understand the technical and practical details about how Office 365 works, serves user needs and how it can be improved.
  • Responsible for any necessary communications.
  • Co-ordinate escalations, major and security incidents as process requires.
  • Work with the technical lead and their staff to co-ordinate and support information they need to complete their tasks (e.g. investigating complex issues).
  • Being able to communicate (written and verbal) with senior stakeholders and dealing with high profile user calls, ensuring successful and speedy resolution.
  • Act as a central contact point for all digital and technology matters.
  • Build a close and trusting relationship with the Service Manager who is ultimately accountable for the end-to-end service, supporting them in the development and operation of the service.
  • Manage other service resolution for other products when required.
  • Ensure written training material and guides are kept up to date and written in plain English.

The successful candidate should be able to demonstrate

  • Knowledge and experience of administering MS365 (at 2nd line level).
  • Experience of managing an IT Service Desk.
  • Advanced knowledge of MS Outlook, Word, Excel and Powerpoint (as described by most external courses);
  • Knowledge of the different operating systems/devices highly desirable, however Windows 8.1, Windows 10 and iOS is essential.
  • Experience of dealing with senior stakeholders.
  • Experience of dealing with incident, problem and change management processes.
  • Being able to effectively communicate to internal and external stakeholders clearly and concisely. For example, explaining a complex (technical) incident in plain English.
  • Production of support documentation and training materials for both internal support teams and customers.
  • Being able to deliver training to colleagues and customers;
  • Experience of a call logging systems (Service Now highly desirable).
  • Experience of managing a complex workload.