Head of Customer Support & IT Helpdesk

Head of Customer Support & IT Helpdesk

Reporting to: COO / CFO
Location: Manchester (Hybrid)
Salary: £50,000–£60,000 DOE
Contract: Full-time, Permanent
Hours: Monday–Friday, 09:00–17:30 (with flexibility to support the US team)
Team: Managing a team of 5 across the UK and Denver, USA

Are you someone who’s grown within the IT Helpdesk or Technical Support world and understands the pressure of queues, SLAs, escalations and is now ready to lead and shape a customer support function end-to-end?

This is a hands-on leadership role for someone who blends technical capability, customer focus, and people leadership to drive operational excellence and protect the customer experience as the business scales.

About You

Do you come from a technical support / IT helpdesk background and have progressed into leadership? Holding experience in:
• Implementing a tiered triage process
• People leadership
• Operational discipline
• Strategic planning

If you feel you can take accountability for how Customer Support performs as a department and can confidently represent it at a senior level, not being afraid to challenge decisions when they risk the customer experience or long-term sustainability, then this role could be for you.

The Role – Key Responsibilities

• Own the Customer Support & IT Helpdesk function end-to-end
• Line-manage the Customer Support Team Lead and oversee a UK & US-based team
• Define SLAs, escalation models, workflows, and operational standards
• Act as the escalation owner for major customer-impacting incidents
• Drive performance, capability development, and continuous improvement
• Own helpdesk tooling, automation, reporting, and documentation
• Use data and trend analysis to inform decisions and scaling
• Collaborate closely with Product, Engineering, Operations, QA, and Customer Success
• Represent Customer Support confidently in senior and cross-functional discussions

What You’ll Bring

Essential:

• Experience managing a technical support or IT helpdesk function
• Strong people leadership, including managing Team Leads or senior staff
• Solid technical understanding to guide escalations and challenge decisions
• Experience working with SLAs, service models, and operational metrics
• Strong analytical and communication skills

Desirable:

• Experience supporting software products or enterprise IT environments
• ITIL or service management knowledge
• Experience with globally distributed teams
• Hands-on experience with helpdesk platforms (e.g.
  
  Freshdesk or similar)
• Interest in automation and process improvement

Why Apply?

• Own and shape a critical function at scale
• Lead with autonomy, trust, and influence
• Build a support operation that’s valued internally and by customers

If you’ve built your career in IT Helpdesk, Technical Support, or Customer Support leadership and are ready to step into a role where you truly own the function, we’d love to hear from you.

INDLS 

Equals One is an advertising and recruitment agency working on behalf of our client to promote this vacancy.

You may be contacted directly by the employer should they wish to progress your application.

Due to the number of applications we receive, we are unable to provide specific feedback if your application is unsuccessful.