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Helpdesk Manager, Cloud Systems - Paddington, UK

Closing Date: 09/12/23

Reference: Please note - we are longer accepting applications for this role.

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Please note - we are longer accepting applications for this role.

Thank you for your interest.

G&L Healthcare Advisors offers high-end, tailored teams of consultants to our clients – and each project needs a bespoke IT solution to support it. 

We are acutely aware that IT really does underpin our entire business. You will be working with a team of three other engineers and will need to rise to the challenges presented by a busy and active helpdesk.

We are excited to have an opportunity for an experienced IT professional to join our growing team.

As the IT Helpdesk Manager, you will be responsible for overseeing the daily operations of our IT support team. You will lead a group of skilled professionals to ensure the efficient resolution of technical issues and the delivery of excellent customer service. The ideal candidate should have strong technical knowledge, exceptional leadership skills, and a passion for providing timely and effective IT support to our internal and external stakeholders.

The person we are looking for should be an excellent communicator, a selfless team player, a brilliant multitasker – but most of all, someone who has a good sense of humour! 

We want to enjoy our work, have a happy office and consistently deliver exceptional services to our customers – so we are only recruiting people with a can-do, why-not, positive attitude.

Our permanent roles are hybrid and all G&L's employees are required to work a minimum of two days a week from one of our offices.

The person joining this role would be required to work a minimum of two days a week from our office in Paddington

The Role

Please note - we are longer accepting applications for this role. 

Thank you for your interest.

G&L is undergoing a major digital transformation and adopting a ‘cloud-first’ model for all IT systems, so this will be an interesting and exciting time to come and work with us. 

There may also be occasions when you may be asked to cover Indian or US time zones when required.

Responsibilities and duties will include: 

  • Leading, managing, and motivating a team of IT support specialists to deliver high-quality technical assistance and support services to end-users.
  • Establishing and enforcing service level agreements (SLAs) to ensure timely and effective resolution of technical issues.
  • Developing and implementing efficient processes and procedures to streamline the handling of IT support requests and incidents.
  • Monitoring and evaluating helpdesk performance, identifying areas for improvement, and implementing appropriate measures to enhance team efficiency and effectiveness.
  • Collaborating with cross-functional teams to address complex technical issues and ensuring seamless integration of IT systems and services.
  • Overseeing the maintenance and administration of helpdesk software, tools, and resources to optimize support operations.
  • Providing regular training and guidance to helpdesk, and all staff to enhance their technical skills and customer service capabilities.
  • Analysing helpdesk data and generating reports to track key performance indicators, identify trends, and propose actionable insights for continuous improvement.
  • Ensuring compliance with company policies, procedures, and security protocols, including data protection and information security standards.
  • Fostering a positive work environment that encourages teamwork, open communication, and continuous learning among team members.


  • 5+ years of experience within an IT helpdesk or technical support environment with a minimum of 3 years within a supervisory or managerial role.
  • In-depth knowledge of IT systems, hardware, software, and networking technologies.
  • Strong analytical and problem-solving skills with the ability to troubleshoot complex technical issues effectively.
  • Excellent leadership and interpersonal skills with the ability to inspire and mentor a diverse team of IT professionals.
  • Proficiency in helpdesk management tools and software, such as ticketing systems, remote support tools, and knowledge base platforms.
  • Exceptional communication skills, both written and verbal, with the ability to communicate technical information clearly to non-technical users.
  • Strong organizational and time management skills with the ability to prioritize tasks and manage multiple projects simultaneously.
  • Familiarity with industry best practices and IT service management frameworks (e.g., ITIL) is a plus.
  • Certifications such as CompTIA A+, Microsoft Certified IT Professional (MCITP), or relevant credentials are essential.

You should have a proficient working knowledge of: Office 365, Azure Active Directory, InTune, Power BI, & Power Automate, Day-to-day Sharepoint Administration & Salesforce.

The ideal candidate will be based in the UK and will be happy to travel very occasionally to other global sites.

You will be working closely with an international team, so excellent communication skills are essential.

Our employees are encouraged to bring fresh ideas and innovative thinking to the table – so you should have an open mind and be excited to take our company to the next level in respect of infrastructure and technology.

You should enjoy juggling multiple projects without losing focus. You should be a positive, solutions-orientated person who has a keen eye for detail and a keener eye for customer service.

How to Apply

Please note - we are longer accepting applications for this role.

Thank you for your interest.

G&L Healthcare Advisors is an equal opportunities employer and welcomes applicants from all sections of the community regardless of their gender, religious belief, political opinion, sexual orientation, disability, age, marital status or race.

We recruit based on talent alone and firmly believe that an individual’s background should play no part in the recruitment and selection process.

G&L is committed to everyone having the right to work in an environment free from threat of discrimination, intimidation, harassment and abuse. All employees at G&L share the responsibility to challenge discriminatory behaviour and promote equality of opportunity.

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