Helpdesk Manager / Service Desk Team Lead

About the role

We are looking for an experienced Helpdesk Manager / Service Desk Team Lead to lead a small, busy application helpdesk within our Operations team. Reporting to the Operations Director, you will work closely with technical leads, product owners and developers to deliver high‑quality support.

Key responsibilities

• Lead day‑to‑day operations of a small helpdesk, balancing workloads and ensuring smooth queue flow.
• Act as a working lead by handling incidents and requests directly, especially priority or escalated items.
• Improve ticket quality standards, including templates, mandatory fields, categorisation, prioritisation and closure quality.
• Enhance customer communication, response cadence and escalation handling.
• Establish and maintain knowledge‑base documentation, internal troubleshooting notes and user guidance.
• Define, document and embed core service‑desk procedures to improve consistency and onboarding.
• Coach and develop team members through knowledge‑sharing and training.
• Monitor blockers, risks and recurring pain points, raising them to the Operations team.
• Support the rollout and adoption of ServiceNow processes, starting with Change Management.
• Produce regular operational reports on ticket volumes, backlog ageing, SLA indicators and quality metrics.

Required profile

• Proven experience managing a helpdesk or service‑desk team in an IT environment.
• Hands‑on technical background with the ability to resolve tickets during peaks or absences.
• Strong focus on process improvement, ticket quality and knowledge management.
• Excellent communication skills and ability to work collaboratively across technical and product teams.

Required skills

• ServiceNow