IT Service Desk & End-User Support Manager - (Public Sector)

At Xtremax, we are looking for an experienced IT Service Desk & End-User Support Manager to lead enterprise helpdesk and end-user IT support operations. You will be responsible for delivering responsive, reliable and user-centred support while driving service quality, operational efficiency and continual improvement.

This is a hands-on leadership role spanning service desk operations, endpoint support, IT asset lifecycle management and service performance. You will work across endpoint, infrastructure, network, application and cybersecurity teams, while coordinating external service providers to ensure consistent service delivery.

You will also have the opportunity to modernise the support experience through self-service, workflow automation and AI-assisted support. The role is well suited to an IT service management professional who enjoys improving operational processes, solving recurring issues and building a high-performing support function.

Responsibilities

• Lead daily helpdesk and end-user support operations, ensuring incidents and service requests are handled within agreed service levels
• Monitor service performance, ticket backlogs, recurring issues, escalations and user satisfaction to identify areas for improvement
• Act as the escalation point for major, complex or prolonged end-user support issues and coordinate timely resolution
• Oversee the end-user device lifecycle, including laptop deployment, replacement, technology refresh, onboarding, offboarding and Install-Move-Add-Change activities
• Coordinate issue resolution across endpoint, infrastructure, network, application and cybersecurity teams
• Manage external service providers and monitor their delivery against agreed service levels and contractual requirements
• Analyse service data to identify root causes, operational bottlenecks and opportunities to improve first-contact resolution and reduce recurring incidents
• Drive adoption of self-service, workflow automation and AI-assisted support to reduce repetitive work and improve resolution times
• Maintain service documentation, SOPs, knowledge articles and escalation procedures to support consistent operations
• Oversee end-user IT asset tracking, recovery, reconciliation and secure disposal throughout the device lifecycle
• Lead and develop support personnel while fostering a professional, responsive and service-oriented support culture

• Relevant experience managing an enterprise helpdesk, service desk or end-user IT support function
• Strong understanding of incident, request, problem, change, knowledge and asset management
• Experience managing external service providers and monitoring service-level performance
• Working knowledge of endpoint management, Windows devices, Microsoft 365, identity and access management, and ITSM platforms
• Strong leadership, stakeholder management, communication and problem-solving skills
• Ability to communicate technical issues clearly and effectively to both users and management

Preferred

• Experience with Microsoft Intune and Microsoft Entra ID
• Experience with ServiceNow or other enterprise ITSM platforms
• Experience implementing self-service portals or workflow automation
• Exposure to AI-assisted IT support
• ITIL or another relevant service-management certification

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