Helpdesk Manager

About the role

BGBx is seeking a Helpdesk Manager to lead the daily operations of its IT Helpdesk. The role ensures timely, effective support for all end‑user technology needs, drives service excellence, and collaborates with infrastructure and engineering teams to resolve complex issues.

Key responsibilities

• Oversee intake, triage, prioritisation and resolution of IT support tickets while meeting SLA targets.
• Act as escalation point for high‑priority technical issues, coordinating with internal teams and external vendors.
• Install, configure and maintain end‑user hardware and software, including PCs, Macs, mobile devices, telephones and peripherals.
• Troubleshoot Level 1 & 2 issues across hardware, software, networking and SaaS applications.
• Support onboarding and off‑boarding processes, handling device setup, system access and employee moves.
• Manage user accounts, permissions and security groups in line with company policies.
• Partner with infrastructure, network and systems teams to resolve advanced issues and improve reliability.
• Monitor helpdesk metrics (ticket volume, resolution time, satisfaction) and report trends.
• Develop and maintain knowledge‑base documentation to boost first‑touch resolution.
• Establish and refine SOPs to streamline helpdesk operations.
• Perform system updates, patch management and desktop imaging for security and performance.
• Train end‑users on hardware, software and best practices.
• Participate in on‑call rotation and provide after‑hours support as needed.

Required profile

• Proven experience managing an IT helpdesk or similar support function.
• Strong organisational skills with the ability to prioritise multiple tickets.
• Excellent communication skills for interacting with users and technical teams.
• Commitment to security policies and regulatory compliance.

Required skills

• PC and Mac desktop hardware
• Mobile devices (iOS/Android)
• Telephones and peripherals
• Hardware, software and networking troubleshooting
• SaaS application support
• User account and security‑group management
• System updates, patch management and desktop imaging