End-User Helpdesk & Support Manager

We are looking for an experienced End-User Helpdesk & Support Manager to lead day-to-day IT support services and ensure users receive timely and effective technical support.

You will manage helpdesk operations, oversee service providers, support device-related activities, handle escalations, and work with different IT teams to improve the overall user experience.

Key Responsibilities

• Manage day-to-day helpdesk and end-user IT support activities.
• Ensure incidents and service requests are resolved within agreed timelines.
• Monitor tickets, escalations, recurring issues and user satisfaction.
• Act as the escalation point for complex or ongoing user issues.
• Oversee laptop deployment, replacement, IT onboarding and offboarding.
• Coordinate with infrastructure, network, application and cybersecurity teams to resolve issues.
• Manage external IT service providers and monitor their service performance.
• Identify recurring problems and recommend improvements.
• Maintain support procedures, knowledge articles and documentation.
• Support the tracking and management of IT assets and devices.
• Lead and support the helpdesk team.
• Improve self-service, automation and AI-supported helpdesk processes.

What We’re Looking For

• Experience managing a helpdesk, service desk or end-user IT support team .
• Good understanding of IT support processes such as incident, request, problem and change management .
• Experience working with or managing external IT vendors/service providers.
• Knowledge of Windows, Microsoft 365, endpoint/device management and ITSM tools .
• Experience with tools such as Microsoft Intune, Entra ID or ServiceNow is a plus.
• Good leadership, communication and problem-solving skills.
• Able to communicate technical issues clearly to both users and management.
• ITIL certification is an advantage but not mandatory.

If you have strong experience in IT service desk or end-user support and are ready to take on a leadership role, we encourage you to apply.