> Markdown version of [/jobs/ext/1579777-help-desk-manager](https://www.wearedevelopers.com/jobs/ext/1579777-help-desk-manager). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Help Desk Manager - **Company:** Admit One - **Location:** Poole, UK - **Salary:** £35,000.0 - £45,000.0 - **Contract:** Permanent contract - **Skills:** JIRA, Software as a Service, Issue Tracking Systems, Knowledge Management, Performance Monitor, Zendesk - **Published:** July 31, 2026 - **Apply:** https://uk.indeed.com/viewjob?jk=239b7292831acf8a ## About the Role 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. ## Description 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. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [The AI Agent Path to Prod: Building for Reliability](https://www.wearedevelopers.com/videos/1523-the-ai-agent-path-to-prod-building-for-reliability) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Automate everything via NodeJS and Puppeteer](https://www.wearedevelopers.com/videos/322-automate-everything-via-nodejs-and-puppeteer) - [What If We Designed Employee Experience Like a Customer Journey?](https://www.wearedevelopers.com/videos/1824-what-if-we-designed-employee-experience-like-a-customer-journey) - [Collaboration Quantified: Lessons from Open Source Developer Networks](https://www.wearedevelopers.com/videos/1422-collaboration-quantified-lessons-from-open-source-developer-networks) ## Related Articles - [Should Tech Managers Be Developers First? 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