Client/Customer Support Manager
- Client Support/Helpdesk Manager
- SaaS - Platform based Technology Services
- Chatbotai/AI/ChatGBT Support
- Incident Management Systems/User Support
- London Waterloo/Hybrid Working
- £50-60k salary + benefits package
Our client a global technology leader is currently looking for a Client/Customer Support Manager.
Reporting to the Head of Operations, the Client Systems Support/Helpdesk Manager to lead and develop the Client Support and Incident Management teams, own the incident management life cycle and drive continual improvements in service quality, performance and customer experience.
R esponsibilities (key tasks and requirements of the role):-
- Lead, coach and develop the Helpdesk and customer support teams, ensuring incidents, service requests and technical issues are resolved effectively within agreed service levels
- Own the end-to-end incident management process, ensuring tickets are accurately prioritised, assigned, escalated and followed through to resolution
- Monitor ticket queues, backlogs and ageing tickets, driving improvements in response times, resolution performance and customer outcomes
- Act as Incident Manager during major service disruptions, coordinating teams and suppliers, leading incident calls and ensuring clear, timely customer communications
- Work closely with Product, Development and IT teams to investigate complex issues, identify root causes and prevent repeat incidents
- Analyse service metrics including SLA performance, first-contact resolution, ticket backlog, resolution time and customer satisfaction
- Identify opportunities to improve processes, tools, documentation and support efficiency while championing a culture of service excellence
Essential Attributes:-
- Proven experience leading a Helpdesk, Service Desk or customer support team
- Strong experience managing incident processes within an IT Service Management environment
- Experience managing ticket queues through an ITSM platform, with strong knowledge of prioritisation, SLA management and escalation processes
- Experience coordinating major incidents involving multiple technical teams and stakeholders
- The ability to analyse operational data and use service metrics to drive continual improvement
- Strong leadership, coaching and influencing skills, alongside excellent customer service and communication