Helpdesk Support Manager

TN United Kingdom; London; On-site; GBP 40,000 - 70,000; Full time

Job summary

An innovative digital business is seeking a Helpdesk Support Manager to lead a growing helpdesk team. This hands-on role involves managing technical support for clients, overseeing operations, and fostering strong relationships with stakeholders. The ideal candidate will have a solid background in technical support, exceptional communication skills, and the ability to thrive in a fast-paced environment. Join a forward-thinking company and make a significant impact by enhancing customer satisfaction and driving operational excellence within the helpdesk team.

Qualifications

• 3-5 years in support or customer service roles, with at least 2 years in technical support.
• Experience managing a team in a high-demand environment.

Responsibilities

• Lead the implementation and management of a global helpdesk support operation.
• Oversee the delivery of IT Support, including incident logging and resolution.
• Manage escalation of incidents and ensure compliance with client SLAs.

Skills

Technical Support

Customer Service

Team Management

Communication Skills

Stress Management

Negotiation Skills

Education

ITIL Certification

Agile Methodology Certification

Tools

Jira Service Desk

Job description

Tecsa is expanding its OneViu retail analytics platform tech delivery team and is seeking a Helpdesk Support Manager. The role involves working closely with client account teams and internal technical staff to deliver a structured and responsive helpdesk service.

This is a hands-on position within an innovative and rapidly growing digital business. Key responsibilities include identifying, researching, and resolving issues; providing operational and technical training to customers; and collaborating with Product, Engineering, and Quality teams to enhance customer satisfaction.

The Helpdesk Support Manager will provide technical support to internal and external customers and partners, managing all customer issues and maintaining regular communication regarding issue status. The role also involves documenting and maintaining product and support processes and updating knowledge bases as new features are introduced.

Each Tecsa OneViu client will have a local helpdesk analyst reporting to the Helpdesk Support Manager. Currently, two direct reports are anticipated by 2025.

Core Responsibilities:

1. Lead the implementation and management of a global helpdesk support operation supporting initially three major clients.
2. Oversee the delivery of OneViu IT Support, including incident logging, follow-up, and resolution.
3. Manage escalation of incidents related to non-user end issues.
4. Generate daily reports on pending tickets.
5. Foster a culture of ownership within the helpdesk team.
6. Ensure compliance with client SLAs, issue resolution tracking, and resource ownership.
7. Manage daily operations, implementations, and hyper care, including project planning, tracking, documentation, and updates.
8. Lead root cause analyses (RCAs) and maintain proactive communication and actions, including identifying potential operational issues.
9. Build and maintain trusted advisor relationships with client stakeholders.
10. Conduct daily team review sessions and manage weekly trackers.
11. Manage helpdesk tickets, oversee helpdesk plans, and adjust schedules as needed.

Requirements:

• 3-5 years in support or customer service roles, with at least 2 years in technical support or helpdesk positions.
• 1-2 years of experience managing a team in a high-demand environment.
• Exceptional interpersonal, written, and verbal communication skills.
• Relevant experience in Retail or B2B SaaS domains is preferred.
• Strong organizational and priority-setting skills, capable of tracking issues and resolutions across regions and versions.
• Effective stress management skills for handling customer pressures and problem resolution.
• Understanding of business processes and the impact of solutions and services.
• Ability to liaise effectively with users to ensure satisfactory request handling.
• Strong negotiation, conflict management, and leadership skills.
• Proficiency in managing teams and helpdesk systems like Jira Service Desk.
• Experience managing remote teams during non-traditional hours.
• Ability to thrive in a fast-paced, team-oriented environment.
• Proficiency in multitasking and working under pressure.
• Preferred certifications include ITIL and Agile Methodology.