Support Desk Manager – Customer Support, Internal IT

This is a fully remote position, open to applicants in United Kingdom, +1 more country.

📋 Description

• Lead, manage, and expand the IAM Cloud Support Desk.

• Supervise Desk operations to guarantee efficient, professional, and uniform resolution of incidents, issues, and inquiries.

• Establish and incorporate best practices for ticket handling, categorization, prioritization, routing, escalation, and closure within the Support Desk.

• Enhance functional performance by utilizing metrics, conducting root-cause analysis, and managing backlogs.

• Promote continuous learning through the creation of documentation, runbooks, and training opportunities.

• Optimize support tools and ensure proper usage and configuration in line with best practices.

• Coach, mentor, and oversee the performance of Technical Support Engineers.

• Collaborate with internal teams to enhance product quality and minimize recurring issues.

• Serve as a senior escalation point and manage communications during incidents and major issues.

• Advocate for a customer-first approach and establish a Centre of Excellence in Support.

• Ensure adherence to data protection and Information Security standards.

• Within six months, take charge of the internal IT function and provide technical accountability for the IT estate.

• Manage and oversee the end-user computing estate, which includes corporate devices and applications throughout their lifecycle.

• Securely administer Microsoft 365 in accordance with Microsoft best practices.

• Oversee endpoint and remote management capabilities, including policies, configuration standards, patching controls, and monitoring.

• Maintain controls for IT asset and software management along with accurate lifecycle records.

• Support the security of end-user computing and Microsoft 365 environments, focusing on endpoint protection, monitoring, and incident remediation.

• Report directly to the CIO.

⛳️ Requirements

• Minimum of 3 years of experience leading a busy Support Desk, Helpdesk, or a cross-functional technical support team.

• Ideally, experience in a SaaS environment is preferred.

• Comfortable leading a team that supports complex software products and delivers internal IT services.

• Technical administrative or IT operations background likely preceding leadership roles.

• Expert-level knowledge of the Microsoft ecosystem.

• Valuable knowledge of Microsoft 365, SharePoint, OneDrive, and Graph.

• Hands-on player-manager approach.

• Proven experience in defining and adhering to SLAs, KPIs, and functional metrics.

• Prior experience in managing and developing successful Support teams.

• Familiarity with support and ticketing systems or ITSM tools.

• Strong skills in stakeholder engagement and cross-functional collaboration.

• Proactive and dynamic mindset; capable of managing ambiguity, prioritizing under pressure, and adapting swiftly.

• Commitment to continuous improvement and operational excellence.

🏝️ Benefits

• Guaranteed annual pay increase of £2,000, separate from merit or promotion-based raises.

• 26 days of holiday in addition to public holidays.

• Option to exchange public holidays for more meaningful days off.

• A day off every year for your birthday and work anniversary.

• Up to 4 weeks per year of remote work from anywhere in the world.

• Truly flexible, fully remote working environment.

• Parental leave policy.

• Medical scheme including remote GP services, dental, optical, and diagnostics (for UK employees).

• Confidential counseling, therapy, and coaching available through Support Room.

• Help@Hand employee assistance program.

• Life insurance coverage of 5x salary through Unum.

• Up to 10% pension match (for UK employees).

• Annual budget for learning and development for each function.

• Engaging and challenging work opportunities.

• Supportive and compassionate employer.

• Flexible working hours.

• Highly competitive salary and benefits package.