Product Manager - Ticketing + Documentation

NinjaOne; United Kingdom; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading technology solutions provider is looking for a Product Manager to drive product vision and feature roadmaps for their ticketing and IT documentation products. You will collaborate with cross-functional teams, prioritize product backlogs, and conduct market research to refine product functionality. This role offers flexibility with remote work and a dynamic team culture. Ideal candidates have a strong IT background and experience in product management within the SaaS or IT management space.

Benefits

Flexible working hours

Free lunches 3 times/week

Corporate benefits platform access

Qualifications

• 5+ years of experience in IT or technical roles.
• Empathy for IT technicians and end-users.
• Experience guiding products from concept to launch.

Responsibilities

• Develop and articulate the product vision and strategy.
• Own the end-to-end product roadmap for the asset discovery solution.
• Work closely with engineering, sales, and support teams.

Skills

User experience advocacy

Data analysis

Stakeholder management

Technical communication

Helpdesk management experience

Workflow automation

Education

Bachelor's degree in information technology or Computer Science

Tools

ServiceNow

Jira Service Management

Zendesk

Job description

Description

About the Role

We are growing and adding a Product Manager to our team. As the key Product Manager for our ticketing and IT documentation products, you are responsible for shaping the product vision and defining feature roadmaps. Collaborating with the engineering, design, and other cross‑functional teams to bring new support‑oriented software capabilities to life. You will prioritize the software product backlog and ensure timely, high‑quality releases that align with market needs and business objectives. You will conduct market research and gather user feedback to continuously refine our ticketing system and documentation tool’s functionality and usability. Working with the broader product management team on strategic planning, integration considerations, and product enhancements that extend beyond the entire NinjaOne ecosystem. Use your technical acumen, user‑centric mindset, and excellent communication skills to effectively steer product direction and drive successful outcomes. If you’re excited about improving how IT teams deliver exceptional support through better tools, and you have the blend of product vision and real‑world service desk experience, we’d love to hear from you.

Location

We are flexible on remote working from home, if you are located in the UK or Germany. We have physical offices in Berlin Germany, if you prefer a hybrid option.

Technical Background

We hire the best technical folks, but experience in our stack can’t hurt: NinjaOne is built on Java, Kotlin, C++, Golang and Postgres; supporting millions of user endpoints and running as a scalable cloud service in AWS. Knowing large‑scale datastore bottlenecks, asynchronous application design and client‑server architecture will help you.

What You’ll be Doing

• Product Vision and Strategy: Develop and articulate the vision for our asset discovery tool while also contributing to the broader asset management product. Define a product strategy that aligns with market demands, user feedback, and overall company goals.
• Roadmap and Prioritization: Own the end‑to‑end product roadmap for the asset discovery solution. Evaluate features, set priorities, and ensure initiatives are delivered on time and within scope to drive maximum value for customers.
• Collaboration and Leadership: Work closely with engineering, sales, marketing, and support teams to deliver products that exceed customer expectations. Lead cross‑functional initiatives to drive product development, launch, and adoption.
• Market and Customer Insight: Conduct market research and engage with customers to understand their needs and challenges. Translate insights into product features that solve real problems and enhance IT service management.
• Integration & Ecosystem Planning: Coordinate with other product managers to ensure the ticketing and documentation products integrate smoothly with other
• Other duties as required.

About You

• Bachelor’s degree in information technology, Computer Science, or a related field preferred, but not required.
• 5+ years of experience in IT or technical roles such as managing or working in an IT helpdesk, at an MSP, or in an internal IT team.
• Empathy for IT technicians and end‑users alike—always advocating for a better user experience in the support workflow. Data‑driven and comfortable using analytics or feedback to inform decisions.
• Hands‑on helpdesk management experience will make you a standout candidate.
• Extensive knowledge of helpdesk software and ticketing systems as well as knowledge base documentation platform(s).
• Experience administering and configuring tools such as ServiceNow, Jira Service Management, and Zendesk.
• Familiar with IT support processes and metrics including SLAs, ticket lifecycle, and knowledge management best practices.
• Genuine passion for improving IT team efficiency and end‑user satisfaction.
• Product Management experience with B2B software products, ideally in the SaaS or IT management space.
• Proven track record of guiding products from concept to launch and iterating based on feedback.
• Ability to craft clear product requirements and presentations for diverse audiences.
• Able to drive teams toward a common goal without formal authority.
• Comfortable discussing technical details with engineering; ability to understand APIs, integrations, and platform capabilities of service desk solutions.
• Experience with workflow automation or integrations between ticketing systems and other IT tools is a plus.
• Strong stakeholder management skills and a knack for juggling multiple priorities.
• Experience coordinating across departments and balancing the needs of end‑users, support teams, and business objectives.

About Us

NinjaOne automates the hardest parts of IT to deliver visibility, security, and control over all endpoints for more than 30,000 customers. The NinjaOne automated endpoint management platform is proven to increase productivity, reduce security risk, and lower costs for IT teams and managed service providers. NinjaOne is obsessed with customer success and provides free and unlimited onboarding, training, and support. NinjaOne is #1 on G2 in endpoint management, patch management, remote monitoring and management, and mobile device management.

What You’ll Love

• Our flexible working hours with hybrid office options enable you to successfully balance your personal life and your job.
• Grow personally and professionally with one of the fastest growing companies.
• Enjoy your lunch covered by NinjaOne 3 times/week at the office.
• Access to our Corporate Benefits Platform – with discounts for brands such as Expedia, FitX, Zalando and many more.
• Develop your skills through our renowned training platform.
• Receive competitive compensation.
• Collaborate with a curious, kind, international and intercultural workforce.

Additional Information

This position is NOT eligible for Visa sponsorship.

Starting pay for the successful applicant depends on a variety of job‑related factors, including but not limited to location, market demands, experience, job‑related knowledge, and skills.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, veteran status, or any other status protected by applicable law. We are committed to providing an inclusive and diverse work environment.