IT Helpdesk Manager

Are you passionate about building high-performing teams, delivering outstanding IT support, and making sure that technology always works—so people can focus on what really matters? We thought so.

At Fixify, operational excellence is our superpower. It’s how we build trust with our customers, create seamless IT experiences, and redefine what great support looks like.

As IT Helpdesk Manager, you’ll report to our Head of Helpdesk and play a pivotal role in leading and growing our Help Desk as a Service offering. You’ll drive day-to-day operations, mentor and develop IT Analysts, and ensure that our service is not just efficient, but also human. Our goal? To deliver IT support that is fast, reliable, and deeply customer-focused—without losing the personal touch.

So here are our questions for you: Do you love developing teams and seeing them succeed? Do you thrive on solving problems, streamlining processes, and making data-driven decisions? Do you believe that IT support should be as much about people as it is about technology? If so, this could be the role you’ve been looking for.

What we can do for you

• Give you the opportunity to shape the future of IT support, leading a team that delivers outstanding service to our customers.
• Hand you the reins to build a high-performance Helpdesk operation that balances speed, quality, and customer care.
• Provide you with the tools, metrics, and autonomy to optimize our service delivery and make data-driven improvements.
• Support you with a team that believes in curiosity, accountability, and continuous learning.
• Invite you to work cross-functionally with Engineering, Customer Success, and Product teams to enhance our support model.

What you can do for us

• Lead the day-to-day operations of our Help Desk as a Service offering, ensuring smooth and efficient service delivery.
• Hire, train, coach, and mentor a team of IT Analysts, building a culture of collaboration, empathy, and technical excellence.
• Develop and implement metrics-driven processes to monitor service quality, efficiency, and customer satisfaction.
• Drive automation and continuous improvement, working closely with Engineering and UX teams to scale our Help Desk offering.
• Act as a problem-solver and escalation point, addressing team and customer concerns with a solutions-focused mindset.
• Ensure a best-in-class IT support experience, where customer issues are resolved quickly, thoroughly, and with care.

What you should bring with you

• 5+ years of experience in IT support leadership, helpdesk management, or a similar operational role.
• A track record of building and leading high-performing teams, with a passion for mentorship and professional growth.
• Strong analytical skills and the ability to leverage data to drive decisions, improve efficiency, and enhance service quality.
• Deep knowledge of IT service tools and technologies, including ITSM platforms (Zendesk, ServiceNow), RMM software, and remote desktop solutions.
• A customer-first mindset—you know that IT support isn’t just about fixing problems, but about making people’s lives easier.
• An ability to collaborate across teams, ensuring that Help Desk operations align with broader company goals and customer needs.
• A problem-solving approach, with the ability to manage escalations, handle challenges with resilience, and continuously improve processes.

This is a hybrid role based out of our Cork,Ireland office.

At Fixify, we’re not just supporting technology—we’re supporting people. If you’re ready to build something great, drive change, and lead a team that makes a real impact, we’d love to hear from you.