Helpdesk Manager

About the role

The company is hiring a Helpdesk Manager to lead its 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 users, devices and business applications are supported.

Key responsibilities

• Lead, coach and schedule the L1/L2 helpdesk and service desk team, 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 and lead major-incident communication.
• Manage hardware and software asset inventory, licences and vendor relationships.
• Run root-cause analysis on recurring issues and drive preventative fixes and self-service improvements.
• Create and maintain support documentation, policies and user training material.

Required profile

• 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.
• 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.
• Nice to have: experience producing KPI reports and presenting results to management.

Required skills

• 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.
• Nice to have: ITIL 4 Foundation or higher, Microsoft (MD-102, MS-900) or CompTIA certifications, MDM, PowerShell scripting, chatbot or self-service tooling, and multi-site, remote or multi-timezone team experience.

What we offer

• Competitive salary and benefits.
• A visible leadership role shaping the employee IT experience.
• Training, certification and career growth support.