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Job Overview
We are seeking a skilled and experienced Helpdesk Manager to lead our customer support team. The ideal candidate will have experience in the Telecoms industry and be familiar with the critical factors when working with wholesale customers and vendors.

This role requires strong leadership abilities, excellent communication skills, and exception customer service skills. The Helpdesk Manager will play a crucial role in enhancing customer satisfaction through prompt resolution of technical issues.

Responsibilities

• Lead and manage the Helpdesk Team which provides 24/7 365 day support.
• Develop and implement support policies, SLAs, and service standards to ensure consistent service delivery.
• Monitor key metrics such as ticket volumes, SLA compliance, and escalations via the ticketing system; generate reports to assess team performance and service quality.
• Complete weekly audits on ticket queue to assess trends, training needs and service quality.
• Work closely with the Operations leadership team to align helpdesk operations with strategic business initiatives.
• Drive continuous improvement by identifying opportunities to enhance support workflows and processes.
• Provide day-to-day support, coaching, and mentoring to Helpdesk Technicians, fostering personal and professional growth.
• Identify recurring technical issues and work with the Senior Manager, Operations to address root causes and improve long-term support strategies.
• Uphold Iceblue’s communication standards and ensure excellent customer service is consistently delivered.

Skills

• Exceptional written and verbal communication skills.
• Proven leadership experience in a team lead or supervisory capacity, ideally within the telecoms industry.
• Strong understanding of SLA-driven service environments and incident management processes.
• Effective problem-solving and decision-making abilities in high-pressure scenarios.
• Professional communication skills, with the ability to engage confidently with senior stakeholders, team members, customers, and vendors.
• Strong organisational skills with the ability to prioritise and delegate tasks effectively.
• Proficient in the use of helpdesk/ticketing systems and performance monitoring tools.
• Solid working knowledge of Microsoft applications including Excel, Outlook, and Teams.
• Familiarity with telecoms, networking, or IT systems is a distinct advantage.

Job Type: Full-time

Pay: £27,000.00-£31,000.00 per year

Benefits:

• Company pension
• Employee stock ownership plan
• Private medical insurance

Work Location: Hybrid remote in Swindon SN5 6NX