Technical Support Manager

Company : Portman Finance Group

Job Description - Technical Support Manager

Overview

We are looking for an experienced and proactive Helpdesk Manager to lead our internal IT helpdesk function and ensure the smooth day-to-day
operation of business-critical systems across Portman Finance Group.

This role will be responsible for managing the helpdesk team, overseeing
support tickets, implementing helpdesk best practices, maintaining high
standards across user support, incident management, documentation, and service
delivery, and personally handling support tickets where required, including
escalations and during busy periods.

The Helpdesk Manager will support and oversee key platforms including Microsoft
365, Azure infrastructure, Azure AD/Entra ID, Intune, Exchange Online, CRM SaaS platforms including Zoho CRM, and other cloud-based business systems. The
role will also involve working closely with the wider technical team, software
developers, solution architects, external IT partners, and business
stakeholders to ensure issues are resolved efficiently and improvements are
implemented effectively.

This is a hands-on leadership role suited to someone with strong
technical knowledge, excellent communication skills, and proven experience
managing helpdesk staff and introducing best practice processes, policies, and
standards.

Responsibilities

Manage the day-to-day operation of the IT
helpdesk, ensuring tickets are triaged, prioritised, assigned, and
resolved within agreed service levels.
Lead, support, and develop helpdesk staff,
including workload management, coaching, performance monitoring, and
escalation support.
Personally handle helpdesk tickets where
required, including escalated tickets, complex issues, urgent
business-impacting incidents, and during busy periods.
Act as a senior escalation point for
technical issues, ensuring timely resolution and clear communication with
users and stakeholders.
Implement and maintain helpdesk best
practices, processes, policies, documentation standards, and service
management procedures.
Oversee support across Microsoft 365,
Exchange Online, Azure AD / Entra ID, Azure infrastructure, Azure VPN,
Intune, and endpoint management.
Manage user onboarding, off-boarding, account
access, permissions, device configuration, and security-related
administration.
Provide oversight and support for CRM SaaS
platforms, primarily Zoho CRM, including support tickets, user queries,
workflows, dashboards, permissions, and system administration.
Ensure helpdesk tickets are accurately
documented, updated, and resolved in line with internal expectations.
Maintain and improve IT policies, support
procedures, knowledge base articles, and internal documentation.
Support the implementation of IT security,
access control, device management, and compliance best practices.
Produce regular reporting on helpdesk
performance, ticket volumes, resolution times, recurring issues, and
service improvement actions.

Requirements

Skills and Experience Required

Proven experience managing helpdesk staff or
an IT support team.
Strong experience implementing helpdesk best
practices, policies, processes, and service management procedures.
Solid technical experience supporting
Microsoft 365, Exchange Online, Azure AD / Entra ID, Azure infrastructure,
Intune, and endpoint/device management.
Experience administering and supporting SaaS
CRM platforms, ideally Zoho CRM, although experience with Salesforce,
Microsoft Dynamics, HubSpot, or similar platforms would also be
beneficial.
Strong understanding of ticket management,
incident prioritisation, escalation processes, SLAs, documentation, and
reporting.
Experience personally handling escalated
support tickets, complex technical issues, and high-volume helpdesk
periods.
Experience managing onboarding and
off-boarding processes, access control, permissions, and user lifecycle
management.
Confident troubleshooting Microsoft cloud
services, identity, device, access, and SaaS application issues.
Strong leadership, communication, and
stakeholder management skills.
Ability to manage multiple priorities in a
fast-paced technical environment.
A practical, hands-on approach with the
ability to balance management responsibilities with direct technical
support when needed.
Strong problem-solving skills and the
ability to identify root causes and drive continuous improvement.

Desired Skills
and Experience

3+ years’ experience in IT support, service
desk, systems administration, or helpdesk environments.
Previous experience in a Helpdesk Manager,
Service Desk Manager, IT Support Manager, or Senior Support role.
Experience managing Microsoft Intune
policies, device compliance, endpoint security, and application
deployment.
Experience supporting Azure infrastructure,
VPNs, networking, identity management, and cloud security controls.
Experience with Zoho CRM administration,
workflows, dashboards, automations, and user permissions (not essential).
Familiarity with ITIL or similar service
management frameworks.
Experience creating helpdesk KPIs, reports,
knowledge bases, support policies, and process documentation.
Experience working with external IT
providers, MSPs, or third-party SaaS vendors.

Personal Attributes

Excellent written and verbal communication
skills.
Strong leadership skills with the ability to
motivate, support, and develop helpdesk staff.
Calm under pressure and able to manage
urgent issues professionally.
Highly organised with strong attention to
detail.
Able to prioritise effectively and manage
multiple work streams at once.
Proactive, enthusiastic, and service-focused
with a can-do attitude.
Commercially aware and able to understand
the impact of IT support on business operations.
Confident working independently while also
being a collaborative team player.
Process-driven, with a continuous
improvement mindset.
Personable, approachable, and able to build
trust with users across the business.

Benefits

Competitive basic salary and annual
bonus;
Vibrant, high-spec office environment;
Enhanced annual leave, increasing with
length of service;
Salary sacrifice pension;
Quarterly all-staff events and dynamic
culture

Company Overview

Portman Finance
Group was established in 2007 to provide UK SMEs with access to a range of
finance options under one roof. We have now arranged over Â£1billion in funding
for over 15,000 companies.

Portman secure
finance for businesses of all sizes via our own lending and panel of over 40
partners. We offer flexible payment terms, reducing large initial outlays and
protecting cash-flow, and are one of the largest privately owned Broker-Lenders
in the UK.

Portman work with
any type of private sector business. We have a long and successful history
financing a variety of assets, quickly and easily. If you’re looking to lease or
purchase further equipment, release equity or simply borrow, Portman can
provide your business with the finance it needs.

Please
note that as part of the recruitment process a criminal records check/credit
history check will be carried out by an authorised third party.

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Technical Support Manager

Job Description - Technical Support Manager

Requirements

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