Helpdesk and Service Desk Managers lead the team that is the first point of contact for technology support — a critical role in any organisation's IT experience. We find the professionals your team needs through dedicated retained search — not job boards.
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Managing helpdesk staff and scheduling, overseeing ticket queue and SLA adherence, developing knowledge base content, handling escalated technical issues, improving support processes and tooling, training new support staff, and reporting on support metrics.
2–4 years of IT support experience with at least 1 year in a team lead or management role, familiarity with ITSM tools (ServiceNow, Jira Service Management, or Zendesk), strong communication and coaching skills, and genuine interest in improving the end-user technology experience.
Helpdesk managers who have measurably improved first-call resolution rates or ticket deflection through self-service are the most impactful — ask specifically about metrics they have moved, not just teams they have managed.
Ready to start a search for a IT Helpdesk / Service Desk Manager?
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Retained recruitment delivers a pre-screened shortlist within 21–35 days. Start with a free, confidential 25-minute consultation.
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