Hybrid IT Infrastructure, Helpdesk Manager

at The Access Bank UK Limited

• Job title: IT Infrastructure, Helpdesk Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: Cyber Security
• Location requirements: Hybrid, Northwich, United Kingdom

About the role

• IT Infrastructure and Helpdesk Manager leading a hybrid support team at Access Bank UK. Overseeing operations and ensuring high-quality IT service delivery in Northwich, Cheshire.

Responsibilities

• Lead, inspire, and manage team, creating an inclusive and supportive culture that promotes high performance, professional growth, and accountability.
• Actively mentor team members, providing regular coaching, development plans, and career progression guidance to enhance individual and team capabilities.
• Set clear, measurable objectives through ongoing performance evaluations and regular one-to-one meetings, offering constructive and developmental feedback.
• Identify skills gaps and training needs within the team, coordinating relevant learning opportunities and certifications to build a future-ready IT support function.
• Foster a culture of collaboration, knowledge sharing, and continuous improvement, encouraging innovation and empowering team members to take ownership of their work.
• Oversee day-to-day operations of the IT helpdesk and infrastructure support, ensuring prompt and effective resolution of technical issues in line with SLAs.
• Embed best practices and service standards through the implementation and refinement of clear policies and procedures across helpdesk and infrastructure teams.
• Monitor service performance using KPIs and customer feedback, using insight to drive continuous improvement and training.
• Build strong relationships with third-party IT vendors, managing contracts and service delivery to ensure value and alignment with Bank requirements.
• Ensure systems across the Bank's IT estate – including servers, storage, and networks – are robust, secure, and operating at optimal performance.
• Collaborate closely with the IT Development team to ensure integrated, seamless support services and project delivery.
• Champion cybersecurity by ensuring strong controls are in place, including patch management, updates, and compliance with internal policy.
• Take the lead on infrastructure projects and improvements, including upgrades, system migrations, and process enhancements.
• Oversee the helpdesk ticketing system, ensuring service requests are tracked, prioritised, and resolved effectively.
• Maintain comprehensive support documentation.
• Support Facilities management in collaboration with the Facilities Coordinator, ensuring Bank premises and infrastructure needs are met and well-documented.
• Act as the key escalation point for complex technical and service issues, ensuring they are resolved efficiently and to stakeholder satisfaction.
• Proactively engage with internal departments to understand IT support requirements, translating these into service improvements and team objectives.
• Provide regular, clear updates to senior leadership on team performance, project progress, risks, and planned initiatives.

Requirements

• Proven people management experience, including recruitment, performance management, mentoring, and developing high-performing technical teams.
• Solid knowledge in Computer Science, Information Technology, or a related field with a focus on infrastructure and support technologies.
• Minimum 5 years’ experience in IT helpdesk or support management, with a strong track record of delivering high-quality, user-focused support services.
• Demonstrated ability to lead and inspire IT support teams, fostering a collaborative, service-oriented culture and driving continuous improvement.
• Strong technical background in IT infrastructure, networks, desktop support, and helpdesk systems, with the ability to guide technicians and resolve complex issues.
• Excellent analytical and problem-solving skills, with the ability to remain calm and decisive under pressure and during critical incidents.
• Outstanding communication and interpersonal skills, capable of building strong relationships across the organisation and engaging effectively with technical and non-technical users.
• Sound understanding of business operations and IT alignment, with the ability to translate business needs into technical solutions and support strategies.
• Customer-focused mindset, with a commitment to providing responsive, efficient, and user-friendly IT support services.
• High degree of adaptability and resilience, with the capability to manage changing priorities, technologies, and user expectations in a fast-paced environment.

Benefits

• Eligible for a discretionary performance-related annual bonus
• We put 10% of salary into your pension, even if you don’t contribute yourself.
• 25 days’ holiday plus bank holidays, which increases to 27 days after 2yrs service, and 29 days after 5 years
• Company funded Employee Assistance Programme
• Benefits supporting you and your family, such as death-in-service benefit
• Share in Access Bank success by investing in our share plans after 5 years of service