Helpdesk Manager Job Vacancies at Cardonet IT Support London

Helpdesk Manager

Our helpdesk manager directs all support operations, ensuring the timely delivery of quality technical support to our customers at an agreed standard. You need expert knowledge of IT and impeccable customer service skills and will need to become our guidelines champion.

The individual in the role is an ambassador for company to all of our customers and a role model in relation to internal standards for customer service, communication, delivery, record keeping, reliability and time management.

Your Responsibilities

Reporting to the Managing Director and Managing Partners, you will be responsible for:

  • Providing an excellent customer experience at all times.
  • Responding efficiently to support requests over a variety of channels.
  • Accurately classifying and logging tickets using our internal ticketing system, CSM.
  • Overseeing all team tasks and tickets, ensuring client expectations are managed and service is delivered to an excellent level.
  • Helping to develop and empower all team members to take ownership of issues and resolve problems themselves.
  • Ensuring the teams follow all company procedures and guidelines.
  • Liaising with partners and third parties to resolve customer issues.
  • Working to keep any ticket backlog to the minimum.
  • Ensuring that client communication is prioritised.
  • Being an escalation point for all assigned customers.
  • Overseeing and addressing attendance and time keeping within the team, ensuring they arrive on time and only stay behind rationally.
  • Acting on any issue that could negatively impact the business, our performance or our reputation.
  • Undertake any other duties as requested by the Managing Director or Managing Partners.
  • Participating in our internal development program (Cardonet University, Technical Forum etc.).
  • Participating in new starter induction training as requested. Own the Company training calendar.
  • Delivering support/service solutions for Clients in line with industry best practice
  • Monitoring team performance, including targets/KPI’s, driving continual service improvement.
  • Ensuring operational procedures/practices are well defined, documented and applied.
  • Instilling a high-performance culture in the Team, including team work, service excellence and ownership.
  • Identifying/driving change within the team to take on new service offerings.
  • On-boarding new customers, ensuring seamless handover/transition.
  • Encouraging open communication between team members to drive innovation.
  • Ensuring training and development activities take place.
  • Managing/developing strategic partnerships with stakeholders at all levels, including suppliers.
  • Ensuring quality, up-to-date documentation exists for all service arrangements.
  • Leading and directing the service management function ensuring appropriate and robust service management and review frameworks are in place.
  • Achieving consistent customer satisfaction ratings.
  • Managing appropriate responses to customer feedback on areas for improvement.
  • Owning customer escalations, including point of escalation both in and out of hours as required.
  • Driving continual service improvement.
  • Participating in the end-to-end recruitment process.

Your Attributes

We are looking for people who:

  • Have proven experience in a similar role.
  • Can effectively juggle the demands of different stakeholders.
  • Can relate to the team's issues, empathise with them and clearly outline how their efforts fit within a bigger picture.
  • Are empathetic and can genuinely show understanding about the impact of services issues on our customers.
  • Are passionate about technology.
  • Can motivate and help develop our team.
  • Are confident, clear communicators and great negotiators.
  • Are open, honest and reliable.
  • Can work calmly in a busy, fast-paced environment.

The Location

The vast majority of your time will be spent working from our head office at 7 Stean Street, London, E8 4ED.

The Package

We offer a very competitive package that includes benefits such as:

  • 40 hours of work a week.
  • A salary that is dependent on your experience.
  • 28 days annual leave.
  • Extensive training and development opportunities.
  • The chance to take part in our weekly yoga sessions.
  • Access to the beer fridge every Friday.
  • A host of additional perks and rewards.

How to Apply

Apply Now

Cardonet is an equal opportunities employer.

Cardonet Consultancy Limited 7 Stean Street London, Greater London E8 4ED
London Map +442030342244
Cardonet US Inc 400 S Detroit Street Los Angeles, California 90036
Los Angeles Map +13239848908
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