WHY YOU’LL LIKE IT HERE:

At Forge Holiday Group, we don’t just run holidays, we run the systems that keep the business moving. With multiple UK and New Zealand brands and over 1,500 users relying on us every day, our Technology Team keeps everything connected, secure, and working.
We’re looking for a Helpdesk Manager who can keep things disciplined and organised. This isn’t a role where you sit back, you’ll be on the desk when needed, keeping processes tight, dealing with escalations, and making sure the Helpdesk runs smoothly.

ROLE SNAPSHOT:

• Salary: Up to £50,000 per annum
• ️ Tech Focus: Microsoft 365, Azure AD, Intune, Windows Server, AWS, VMWare/Hyper-V, endpoints, and cloud tools
• Scope: Lead Helpdesk operations, SLAs, reporting, and user satisfaction across all sites
• Responsible For: Lead Systems Administrators and Junior Admins
• Reports To: Head of IT Operations
• Collaboration: Work closely with IT Operations, infrastructure, and cross-functional teams
• Location: Chester HQ - Hybrid working

WHAT YOU’LL DO:

• Manage the Helpdesk team - set standards, maintain discipline, and keep delivery consistent
• Oversee ticket queues, SLAs, and performance metrics – ensuring nothing slips
• Take ownership of escalated technical issues across cloud, virtualisation, endpoints, networking, and on-site systems
• Champion and organise self-service, with AI as your “superpower” – implement tools and processes to reduce repeat issues and speed up support
• Manage hardware lifecycle, office setups, and IT onboarding
• Work closely with Infrastructure and IT Ops teams on projects and wider business initiatives
• Travel to company locations (around 10–20% of the time) to ensure on-site systems and support are working effectively