[Hiring] Support Desk Manager @IAM Cloud

Role Description

Reporting to the CIO, you will own, lead and grow the IAM Cloud Support Desk - the front line of contact for our customers. You’ll be responsible for the oversight of all Desk operations and ensuring efficient, professional and consistent resolution of incoming issues and queries.

You’ll bring demonstrable leadership experience, having led and grown comparable teams, ideally for a similar SaaS provider.

• Defining and embedding best practices for Support Desk operations; ticket handling, categorisation, prioritisation, routing, escalation, and closure
• Driving continuous improvement through metrics, root-cause analysis and backlog management
• 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 Product Development, Documentation & Training and Commercial 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
• Defining the internal training and continuous learning programs for the Support Desk
• Planning for and executing our roadmap to 24x7 / extended hours support coverage
• 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
• In time, you will play a key role in defining the strategy for the structure, tooling and staffing roadmap for an expanded Support footprint.

Qualifications

• Proven experience (at least 3 years) leading a busy Support Desk, Helpdesk or technical support function, preferably in a SaaS environment
• Technical aptitude: comfortable leading a team in Support of complex software products, APIs, log review and incident investigation
• Strong experience defining and working to SLAs, KPIs and ticket management metrics (e.g. response times, resolution times, backlog, customer satisfaction)
• Leadership and performance management skills: managed and grown Support teams previously with demonstrable industry experience
• Experience with support / ticketing systems / ITSM tools (FreshDesk or similar)
• Experience working within the Microsoft ecosystem or with MS-adjacent products
• Excellent stakeholder and cross-functional collaboration skills to manage the high expectations of our customers and internal functions
• Excellent verbal and written communication skills (customer facing, escalation, documentation)
• A proactive, dynamic mindset — able to manage ambiguity, prioritise under pressure, and adapt quickly
• A commitment to continuous improvement and operational excellence

Benefits

• Guaranteed annual pay rise of £2000 minimum
• 26 days’ holiday plus national holidays, your birthday and work anniversary off work
• Fully remote, flexible working
• Employees can also ‘work from anywhere’ for up to 4 consecutive weeks per year
• Public Holiday Swap option - swap a Public Holiday for another date if you prefer
• Access to a personal learning & training budget
• Access to Support Room, which offers on-demand counselling, therapy & coaching along with a wellbeing resource hub
• Generous maternity and paternity policies
• A generous pension scheme with up to 10% equal-matched company contribution
• Medical scheme with a range of benefits including remote GP access, dental & optical cashback, and diagnostics
• Life Insurance of 5x Gross Salary through Unum
• Help@Hand Employee Assistance App