IT Helpdesk Manager

IT Helpdesk Manager

Application Deadline: 23 November 2025

Department: IT Infrastructure & Operations

Employment Type: Permanent - Full Time

Location: Southbank, London

Compensation: £41,600 / year

Description

We are currently looking for an IT Helpdesk Manager to join on a full time permanent contract. As the Helpdesk Manager, you will lead the IT Helpdesk team that provides exceptional support to our employees, covering all areas of our IT estate. Experience of managing in an IT Helpdesk environment is essential, combined with the drive to elevate service standards and possessing high levels of data analytical literacy. Please note, this position is not applicable for visa sponsorship. Please download the attached Job Description for a full overview of this role's responsibilities. The annual salary stated is based on the Full-Time Equivalent (40 hours per week). If the job is part-time, the weekly hours will be stated within the advert. The deadline for applications is 23:59 on the closing date for the job posting - 23rd November 2025. Applications sent via Email or 3rd party agencies will not be considered.

Need reasonable adjustments? Please contact us so we can help make the application process accessible to you. Be sure to include the job you are applying for and your full name.

We welcome applications from all backgrounds. By attracting people with diverse attitudes, opinions and beliefs we can continue to look at the world with fresh eyes and find new ways of doing things. The Southbank Centre is a warm and welcoming place to work, with great aspirations and ambitions to create great and accessible work for all. We pride ourselves in building a supportive environment to enable the development of our colleagues.

Key Responsibilities

• Lead, develop and mentor a team of Helpdesk Officers, overseeing workload to ensure key performance indicators (KPIs) and service level agreements (SLAs) are consistently met
• Act as an escalation point for members of the helpdesk team and customers
• Identify recurring issues and potential user training needs, and, where appropriate, develop and deliver basic user training for specific IT services
• Monitor and report on trends in incidents and requests reported, and notify the IT Operations Lead of any adverse trends detected for further investigation
• Proactively enhance helpdesk efficiency and customer satisfaction by identifying and implementing process improvements and ensuring the IT knowledge base is comprehensive, accurate, and easily accessible

Skills & Experience

• Data-driven and highly analytical in reporting and analysing data to drive improvements in efficiency and customer satisfaction
• Good line management skills, with the ability to positively influence a team in a fair, balanced, and conducive environment
• Flexible and helpful attitude. In particular, the ability to empathise with customers and respond sensitively to their problems, requests, and complaints
• Good IT skills, including knowledge of current desktop operating systems and Microsoft / Google productivity tools
• Familiarity with IT service management (ITSM) tools and best practices (e.g., ITIL)

Benefits

As well as working at one of London's most popular and exciting sites the successful candidate will also benefit from the following:

• A min 5% pension contribution (going up to 8% depending on employee contribution), from day 1 of employment
• 28 days annual leave, plus bank holidays
• Enhanced sick pay
• Enhanced family leave benefits
• Up to 30% discounts at onsite retail, food and beverage vendors
• Staff ticket offers for SC events
• Free entry to Hayward Gallery
• Free/discounted entry with other reciprocal organisations
• Free staff yoga