Support Desk Manager

Who you are

• Proven experience: you can demonstrate (at least 3 years) leading a busy Support Desk, Helpdesk or cross-functional technical support team, preferably in a SaaS environment
• Technical aptitude: you must be comfortable leading a team in support of complex software products, and delivery of internal IT. You will likely have a technical administrative or IT operations background prior to your leadership roles
• Industry competence: you’re an expert navigator within the Microsoft ecosystem; we develop MS-adjacent products so knowledge of 365, SharePoint, OneDrive and Graph are all high value
• Hands-on attitude: you like to roll your sleeves up and pitch in with the workload, and consider yourself a player-manager
• Performance management: you have demonstrable experience defining and working to SLAs, KPIs and functional metrics (e.g. response times, resolution times, backlog, customer satisfaction)
• Leadership: you’ve managed and grown successful Support teams previously, and understand the demands of people management responsibilities
• Tooling: you’re familiar with the use and optimisation of support & ticketing systems / ITSM tools
• Collaboration: you possess strong stakeholder and cross-functional collaboration skills to manage the high expectations of our customers and internal functions
• Mindset: you possess a proactive and dynamic mindset; able to manage ambiguity, prioritise under pressure and adapt quickly
• Quality-driven: you always show a commitment to continuous improvement and operational excellence

What the job involves

• Reporting to the CIO, you will own, lead and grow the IAM Cloud Support Desk - the front line of contact for customer product support, and in time, for our internal IT also
• You’ll be responsible for the oversight of all Desk operations and ensuring efficient, professional and consistent resolution of incoming incidents, issues and queries
• You’ll bring demonstrable leadership experience, having led and grown comparable teams, ideally for a similar SaaS provider
• Initially, you’ll be focused on our existing Customer Support desk, handling incoming customer contact
• Defining and embedding best practices for Support Desk operations; ticket handling, categorisation, prioritisation, routing, escalation, and closure
• Driving functional performance through appropriate use of metrics, root-cause analysis and backlog management
• Foster a continuous learning environment; ensuring knowledge gained from issues and product investigations improves Support through documentation, runbooks and training
• Optimising the use of our tooling suite, ensuring usage and configuration best practice
• Coaching, mentoring and performance managing our Technical Support Engineers
• Working closely with our internal teams to close feedback loops, improve product quality, and reduce recurrence of issues
• Acting as senior escalation point, owning communications during incidents and major issues
• Championing a customer-first mindset and striving to create a Centre of Excellence in Support
• Ensuring the Support Desk remains compliant with data protection responsibilities and Information Security requirements
• Within six months, your scope will expand to the management of the internal IT function and technical accountability for the IT estate, with responsibilities including:
• Delivery of the end-user computing estate: ensuring corporate devices and applications are correctly provisioned, maintained, supported and managed throughout their lifecycle
• Administration of the Microsoft 365 environment, ensuring configuration remains secure, supportable and aligned with Microsoft best practice
• Ownership of endpoint and remote-management capabilities; defining and maintaining policies, configuration standards, patching controls and monitoring
• Maintaining IT asset and software-management controls, ensuring accurate lifecycle records across the technology estate
• Providing support for the security of the end-user computing and Microsoft 365 environments to ensure appropriate security controls, endpoint protection, monitoring and incident remediation