[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 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
• Fostering 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

Qualifications

• 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

Benefits

• Guaranteed £2,000 (or local equivalent) pay rise every year you're with us, separate from any merit or promotion increases.
• 26 days holiday plus public holidays, with the option to swap public holidays for days that are more meaningful to you.
• Your birthday and work anniversary day off, every year.
• Up to 4 weeks per year working from anywhere in the world.
• Genuinely flexible, fully remote working - we trust you to manage your own time.
• Generous Becoming a Parent leave, designed to support every kind of family.
• Medical scheme including remote GP, dental, optical, and diagnostics.
• Access to Support Room - confidential counselling, therapy, and coaching.
• Help@Hand employee assistance programme.
• 5x salary life insurance through Unum.
• Up to 10% pension match. (UK employees)
• Annual learning and development budget per function.