Help Desk Manager

Help Desk Manager
Epworth (DN9) – Office Based, 5 Days/Week
£35–45k Base
Software + Hardware Support | High-Growth Scale-Up

We’re hiring a Help Desk Manager to take ownership of a growing support function within a high-performing HR/Workforce Tech business that’s scaling rapidly and investing heavily in customer experience.

With a team of 3 already in place and a user base that’s grown past 700, we’re now looking for someone who thrives on developing people, improving processes, and becoming a true product expert. If you’ve been a senior team lead or supervisor in a larger setup and are ready to step up into full management, this could be the move you’ve been waiting for.

What you’ll do:

• Manage the 1st Line Support team and work closely with 2nd Line and offshore 3rd Line (with a view to bringing more in-house)
• Own the Help Desk operation and drive improvements across tooling, satisfaction, and scalability
• Roll out best practice for Intercom (our ticketing platform) and fully embed it into the workflow
• Formalise and drive Customer Satisfaction (CSAT) reporting
• Explore the use of AI in Help Desk processes to improve speed, quality, and consistency
• Work alongside Project and Data teams to ensure a joined-up approach to client delivery and support
• Grow the team to meet demand—user ratios are already over 700 per agent

Who you are:

• A hands-on, technically savvy support leader with experience across SaaS and hardware support
• You’ve led or supervised support teams and are ready to step into your first management role
• Deeply customer-centric and obsessed with resolution speed, quality, and feedback loops
• Someone who wants to become an expert on the product suite—not just manage others who are
• Analytical, methodical, and great with systems and tooling—especially if you’ve worked with Intercom, Zendesk, or similar platforms
• Based within 60 minutes of Epworth and excited to be part of something fast-moving and ambitious

Cultural Fit Matters
 
This is a team-first environment. You’ll need to immerse yourself in the product, understand its impact, and support the users with empathy and urgency. You'll thrive here if you bring energy, initiative, and the desire to help shape what great support looks like in a scale-up.
 
What you’ll get:

• £35–45k base
• 9–5 working day (4pm Fridays!)
• Early starts optional—many do, especially for breakfast
• No late finishes—everyone's out the door by 5.02pm
• Top-tier working environment
• Free parking
• Breakout spaces, mini gym, table tennis
• On-site chef (yes, for breakfast and lunch)
• Unlimited snacks, pick ‘n’ mix, and ice cream
• 25 days holiday + your birthday off
• MacBook, enhanced 5% pension, Bupa single cover
• Employee share scheme planned

Certus Recruitment Group is a well-established and experienced specialist consultancy providing sales, marketing, and IT recruitment services. We serve the technology sector across the UK, Europe, North America, and Australia.