Help Desk Manager

As Help Desk Manager, you will take ownership of the day-to-day operation of our support desk, ensuring tickets are prioritised effectively, service levels are consistently achieved, and customers receive timely resolutions to their issues.

You’ll lead a team of support professionals, coordinate major incidents, monitor performance metrics, and work closely with Product, Development, Customer Success and Customer Engagement teams to drive service improvements. This is a hands-on management role where operational excellence and customer satisfaction are equally important., Service Desk Management

• Manage and oversee the daily operation of the help desk.
• Monitor ticket queues and ensure efficient allocation of work.
• Drive SLA achievement and maintain high service standards.
• Identify and resolve bottlenecks impacting response and resolution times.
• Ensure high-priority and customer-impacting issues are addressed promptly.

Team Leadership

• Lead, coach and develop a team of Support Engineers and Specialists.
• Conduct regular one-to-ones, performance reviews and objective setting.
• Manage holiday approvals, capacity planning and team performance.
• Support recruitment, onboarding and employee development.
• Foster a high-performing, customer-focused culture.

Incident & Escalation Management

• Act as the primary escalation point for support issues.
• Lead major incident coordination and customer communications.
• Work with internal teams to restore service quickly and minimise customer impact.
• Conduct post-incident reviews and drive corrective actions.

Continuous Improvement

• Analyse support performance metrics including ticket volumes, resolution times and SLA compliance.
• Identify opportunities to improve processes, workflows and tooling.
• Drive consistency across support operations and knowledge management.
• Escalate recurring product issues and customer trends to relevant teams.

Cross-Functional Collaboration

• Partner with Product, Development, QA and Customer Success teams.
• Ensure customer feedback, feature requests and product issues are communicated effectively.
• Support readiness for new product releases and customer onboarding initiatives., * Opportunity to shape and improve a growing support function.
• Work closely with senior leadership and cross-functional teams.
• Make a direct impact on customer satisfaction and operational performance.
• Collaborative and supportive team environment.
• Career progression opportunities within a growing technology business.

We’re looking for someone who can combine leadership, organisation and customer focus to create an efficient and responsive support operation.

Essential Skills & Experience

• Previous experience managing a help desk, service desk or customer support team.
• Strong understanding of service management principles and SLA-driven environments.
• Excellent organisational and prioritisation skills.
• Strong communication and stakeholder management abilities.
• Experience managing competing priorities in a fast-paced environment.
• Experience with ticketing systems such as Jira Service Management, Zendesk, Freshdesk or similar.

Desirable

• Experience within SaaS, software or technology businesses.
• Knowledge of ITIL or service management best practices.
• Experience driving operational improvements and service transformation initiatives.

What You’ll Bring

• A customer-first mindset.
• Strong leadership and decision-making capability.
• A passion for continuous improvement.
• The ability to build strong relationships across teams.
• A proactive and solutions-focused approach to problem-solving.

Pulled from the full job description

• Flexitime
• Free parking
• Additional leave
• Casual dress
• Company events
• On-site parking, * Additional leave
• Casual dress
• Company events
• Flexitime
• Free parking
• On-site parking

At Admit One, we’re passionate about delivering exceptional customer experiences through innovative software solutions. We’re looking for an experienced and proactive Help Desk Manager to lead our support operations, ensuring customers receive outstanding service while driving efficiency, performance, and continuous improvement across our support function.