Help Desk Manager - Admit One

At Admit One, we're passionate about delivering exceptional customer experiences through innovative software solutions. We're looking for an experienced and proactive Help Desk Manager to lead our support operations, ensuring customers receive outstanding service while driving efficiency, performance, and continuous improvement across our support function.

The Role

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.

Key Responsibilities:

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.

About You

We're looking for someone who can combine leadership, organisation and customer focus to create an efficient and responsive support operation.