End-User Helpdesk & Support Manager

We are looking for an experienced End-User Helpdesk & Support Manager to lead day-to-day IT support services and ensure users receive timely and effective technical support.You will manage helpdesk operations, oversee service providers, support device-related activities, handle escalations, and work with different IT teams to improve the overall user experience.Key ResponsibilitiesManage day-to-day helpdesk and end-user IT support activities.Ensure incidents and service requests are resolved within agreed timelines.Monitor tickets, escalations, recurring issues and user satisfaction.Act as the escalation point for complex or ongoing user issues.Oversee laptop deployment, replacement, IT onboarding and offboarding.Coordinate with infrastructure, network, application and cybersecurity teams to resolve issues.Manage external IT service providers and monitor their service performance.Identify recurring problems and recommend improvements.Maintain support procedures, knowledge articles and documentation.Support the tracking and management of IT assets and devices.Lead and support the helpdesk team.Improve self-service, automation and AI-supported helpdesk processes.What We’re Looking ForExperience managing a helpdesk, service desk or end-user IT support team.Good understanding of IT support processes such as incident, request, problem and change management.Experience working with or managing external IT vendors/service providers.Knowledge of Windows, Microsoft 365, endpoint/device management and ITSM tools.Experience with tools such as Microsoft Intune, Entra ID or ServiceNow is a plus.Good leadership, communication and problem-solving skills.Able to communicate technical issues clearly to both users and management.ITIL certification is an advantage but not mandatory.If you have strong experience in IT service desk or end-user support and are ready to take on a leadership role, we encourage you to apply.