Helpdesk Manager / Service Desk Manager – £60k‑£65k (Hybrid)

About the role

Our client, a global market‑leader, is looking for an experienced Helpdesk Manager / Service Desk Manager to lead a team of five support engineers located in the UK and China. The role combines people‑management with hands‑on technical delivery, ensuring high customer satisfaction and robust service performance.

Key responsibilities

• Lead and develop a team of support engineers, providing coaching and performance management.
• Act as the primary 3rd‑line escalation point for complex technical issues and high‑priority incidents.
• Take ownership of major incidents, coordinating communication, escalation and resolution.
• Review ticket quality, troubleshooting methods and customer interactions to drive continuous improvement.
• Maintain and improve Helpdesk processes, tools and documentation.

Required profile

• Proven experience managing a Helpdesk or Service Desk team.
• Strong customer‑focus with the ability to communicate with stakeholders at all levels, including board‑level.
• Experience supporting Windows environments and familiarity with Unix and Mac devices.
• Ability to triage and resolve L1/L2 tickets and appropriately escalate.

Required skills

• Jira Service Management
• Windows operating system
• Unix operating system
• Mac operating system

What we offer

• Hybrid working model (office and remote).
• Competitive salary £60,000‑£65,000.
• Excellent benefits package and performance bonus.