Helpdesk Manager

About the Role

We are hiring a Helpdesk Manager to lead our IT support function and deliver fast, consistent and friendly service to every employee. You will manage the helpdesk team, own ticket quality and SLAs, and continuously improve how we support users, devices and business applications.

Key Responsibilities

• Lead, coach and schedule the helpdesk and service desk team (L1/L2), including shift coverage and onboarding of new hires.

• Own day-to-day support operations: ticket triage, escalation, resolution and user communication.

• Define, track and report on SLAs and KPIs (first response time, resolution time, first-contact resolution, backlog, CSAT).

• Manage the ITSM platform (Jira Service Management, ServiceNow, Freshservice or similar), including workflows, knowledge base and automation.

• Oversee user lifecycle tasks: onboarding/offboarding, account provisioning, access requests and device setup.

• Support endpoints and business tools: Windows/macOS, Microsoft 365 / Google Workspace, Active Directory / Entra ID, MDM (Intune, Jamf), VPN and printers.

• Coordinate escalations to infrastructure, security and application teams; lead major-incident communication.

• Manage hardware and software asset inventory, licences and vendor relationships.

• Identify recurring issues, run root-cause analysis and drive preventative fixes and self-service improvements.

• Create and maintain support documentation, policies and user training material.

Requirements

• Bachelor's degree in IT or a related field, or equivalent experience.

• 8+ years in IT support or service desk roles, including 2+ years leading a support team.

• Strong hands-on knowledge of Windows, macOS, Microsoft 365 or Google Workspace, Active Directory/Entra ID and basic networking.

• Experience running an ITSM tool and working to SLAs and ITIL-based processes.

• Proven ability to manage workload, prioritise under pressure and handle difficult escalations.

• Excellent customer-service mindset and communication skills in English; additional languages are a plus.

• Experience producing KPI reports and presenting results to management.

Nice to Have

• ITIL 4 Foundation or higher, Microsoft (MD-102, MS-900) or CompTIA certifications.

• Experience with MDM, scripting/automation (PowerShell) and chatbot or self-service tooling.

• Experience supporting multi-site, remote or multi-timezone teams.

What We Offer

• Competitive salary and benefits.

• A visible leadership role shaping the employee IT experience

• Training, certification and career growth support