Help Desk Manager (Hybrid)

Helpdesk Manager, Battersea

• You will be responsible for the day to day running of a fast-paced support team serving over 24,000 users across the UK and Ireland.
• You will lead, drive, and deliver strategic and tactical objectives and ensure continual high-performance and process improvement of the support department.
• Providing advice, training, and guidance to develop and coach new and existing staff members to help them achieve their goals. This requires a strong technical background, problem-solving skills, and excellent communication.
• Work for a Culture that values its Employees
• Full-time, Permanent, Hybrid

About

Our client is the leading provider of Legal Practice Productivity Solutions in the world and is part of one of the largest international LegalTech companies. For more than 30 years, their curiosity and commitment to continual improvement has kept them re-imagining productivity tools for lawyers and their staff to support their guiding purpose, to 'Help lawyers who help people'. The market leading software they develop and support is used by more than 100,000 lawyers and their staff in small and medium sized law firms.

Working alongside an international team of passionate high achievers, you'll join a fast-growing technology business where things seldom stay the same for long. With more than 1000 smart, caring and ambitious staff working together across Australia, Canada, the United States, the United Kingdom, the Republic of Ireland, Poland and New Zealand, you'll find yourself in good company.

Meet the team

Responding in real time using a Salesforce technology stack including Service Cloud, the team of attentive problem solvers act quickly and thoroughly to address inquiries and concerns, so that clients can continue to help people without missing a beat.

With space to grow your career in new and surprising directions and an impact you can see and feel with every smiling client, you'll find plenty to discover in a dynamic team that thrives on helping people.

What you'll do

• Provide strategic leadership and direction to the Support team.
• Provide training and coaching to develop support staff to achieve targets.
• Improve self-support tools by developing better self-help material (written how-to articles, demo videos, etc) for internal and/or external stakeholders.
• Proactively monitor queue systems and performance against key performance indicators
• Ensure that the Helpdesk teams have the resources, tools, training, and processes to deliver operational excellence.
• Work collaboratively with other internal stakeholders to achieve the best outcomes for customers.
• Act as an escalation point for assisting customers with specialised and complex requirements or inquiries.
• Able to work independently and efficiently to meet deadlines.

What you'll bring

Essential:

• Must be a true leader/people person
• Experience within a similar SaaS business
• 1 year+ customer service experience
• Proven ability to lead a high-performing team
• An aptitude for training and the communication of complex concepts in a simple manner
• Excellent communication, customer service and writing skills
• Demonstrate strong collaborative teamwork and people skills
• Thrives working with an intellectually stimulating, high-energy team
• Attention to detail, ability to manage time effectively, ability to work independently but within a team environment
• Ability to meet deadlines and commit to team goals

Desirable:

• Qualification (or progression towards a qualification) in a legal, numerate IT discipline
• Bachelor's degree in computer science, information technology, or a related field

What you'll get

A competitive salary and an attractive benefits package:

• Friendly, supportive, and driven culture
• 8% of your salary into your pension
• Private Health Insurance, including Optical and Dental
• £50 a month gym contribution
• Life Insurance cover
• Employee Assistance Program
• Professional Development Fund - £500 yearly learning allowance to grow & upscale your career
• Enhanced Parental leave
• PerkBox Membership
• Cycle to work scheme
• 25 days holiday (plus 8 bank holidays)
• Work Anniversary Rewards
• Paid time off to give blood
• Volunteer Day – 1 day per year for a charity of your choice
• Free healthy breakfast, light lunch, and snacks
• A dog friendly office