Helpdesk Manager (Service Management)

We are looking for an experienced Helpdesk Manager to lead the organisation’s IT Helpdesk function and ensure the delivery of high-quality, responsive and customer-focused IT support.

The role will be responsible for managing the helpdesk team, overseeing daily support operations, ensuring SLA and KPI performance, managing escalations and driving continuous improvements across the IT support environment.

Key Responsibilities

• Lead and manage the IT Helpdesk / Service Desk team, overseeing daily operations and service delivery.
• Ensure timely and effective resolution of IT incidents, service requests and user issues.
• Monitor SLA, KPI, response and resolution targets, ensuring consistent service performance.
• Act as the escalation point for complex or high-priority technical issues.
• Manage major incidents and coordinate with relevant IT teams through to resolution.
• Monitor ticket volumes, backlog, ageing tickets and recurring issues.
• Identify trends and implement improvements to reduce recurring incidents and improve user experience.
• Develop and maintain helpdesk processes, procedures, knowledge bases and support documentation.
• Work closely with Infrastructure, Applications, Cybersecurity and other technology teams to resolve escalated issues.
• Manage and optimise the organisation’s ITSM / ticketing platform.
• Prepare regular helpdesk performance reports and dashboards for IT management.
• Establish and maintain effective escalation and prioritisation procedures.
• Manage relationships with third-party IT support vendors and service providers where required.
• Recruit, coach and develop helpdesk team members and conduct regular performance reviews.
• Ensure the team follows IT policies, security requirements and service management best practices.
• Drive automation, self-service and knowledge-management initiatives to improve support efficiency.

Key Requirements

• Bachelor’s degree in Information Technology, Computer Science or a related field.
• 6–10+ years of experience in IT Helpdesk, Service Desk or IT Support, including significant people-management experience.
• Proven experience managing an IT Helpdesk / Service Desk function within a medium to large organisation.
• Strong understanding of ITIL and IT Service Management principles.
• Experience managing Incident, Service Request, Problem and Escalation Management.
• Strong experience with SLA and KPI management.
• Hands-on experience with ITSM tools such as ServiceNow, BMC Remedy, Jira Service Management, ManageEngine or similar.
• Strong leadership, communication and stakeholder-management skills.
• Proven experience managing and developing technical support teams.
• Strong problem-solving and decision-making capabilities.
• Customer-focused mindset with the ability to operate effectively in a fast-paced environment.