Helpdesk Manager – 12 Month FTC

Location : Waterloo (Hybrid after probation)

Salary : Competitive salary, depending on your experience

Do you enjoy building high-performing support teams that deliver exceptional customer service?

Are you at your best when coordinating major incidents, solving complex problems and keeping customers informed every step of the way?

Our Helpdesk is central to the support we provide to clients using our search software across the legal and conveyancing sector.

We’re looking for an experienced Helpdesk Manager on a 12 month-fixed term contract to lead and develop our Helpdesk and third-line support teams, own the incident management lifecycle and drive continual improvements in service quality, performance and customer experience.

About InfoTrack

InfoTrack is a market-leading provider of technology solutions for the conveyancing industry, helping law firms deliver a best-in-class service to people buying and selling homes.

As our customer base and product portfolio continue to grow, so does the need for responsive, reliable and high-quality technical support. That’s why we’re strengthening our support leadership to ensure incidents are resolved quickly, customers are kept informed and recurring issues are addressed.

What you’ll be doing

In this role, you will:

• Lead, coach and develop the Helpdesk and third-line support teams, ensuring incidents, service requests and technical issues are resolved effectively within agreed service levels
• Own the end-to-end incident management process, ensuring tickets are accurately prioritised, assigned, escalated and followed through to resolution
• Monitor ticket queues, backlogs and ageing tickets, driving improvements in response times, resolution performance and customer outcomes
• Act as Incident Manager during major service disruptions, coordinating teams and suppliers, leading incident calls and ensuring clear, timely customer communications
• Work closely with Product, Development and IT teams to investigate complex issues, identify root causes and prevent repeat incidents
• Analyse service metrics including SLA performance, first-contact resolution, ticket backlog, resolution time and customer satisfaction
• Identify opportunities to improve processes, tools, documentation and support efficiency while championing a culture of service excellence

What we're looking for

Essential:

• Proven experience leading a Helpdesk, Service Desk or technical support team
• Strong experience managing incident processes within an IT Service Management environment
• Experience managing ticket queues through an ITSM platform, with strong knowledge of prioritisation, SLA management and escalation processes
• Experience coordinating major incidents involving multiple technical teams and stakeholders
• The ability to analyse operational data and use service metrics to drive continual improvement
• Strong leadership, coaching and influencing skills, alongside excellent customer service and communication

Desirable (but not essential):

• Experience working for a software or technology service provider
• Experience supporting clients within the legal or conveyancing sector
• Experience working closely with Product, Development, IT and customer-facing teams

Working Hours

• Your working week will be 37.5 hours per week, typically 9:00am – 5:30pm initially, with opportunities for hybrid working between home and our Waterloo office once your probationary period is completed.

Salary and Progression

• Competitive salary, depending on your skills and experience
• You’ll also benefit from annual performance reviews, providing a clear pathway for career development and salary progression

Benefits and Rewards

At InfoTrack, we believe in rewarding our people and creating a positive workplace culture.

You’ll benefit from:

• 25 days annual leave, plus bank holidays
• Flexible working options, including hybrid working and flexitime after probation
• Private health insurance, including dental, optical and hearing cashback
• 24/7 health advice line and access to virtual GP appointments
• In-house barista: enjoy freshly brewed drinks throughout the day
• Office snacks, including fruit and refreshments
• Regular team breakfasts and lunches
• Recognition awards: £100 spot prizes for going above and beyond
• “Work From Anywhere” weeks: work remotely from a location of your choice
• Referral bonus: earn up to £2,000 for successful referrals
• Regular social events including summer and Christmas parties, hikes, pub quizzes and more

If you’re passionate about leading support teams, improving customer service and driving the effective resolution of complex incidents, we’d love to hear from you.

If you have any questions about the role or require any reasonable adjustments as part of the recruitment process, please let us know at [email protected].