We are seeking an experienced and proactive Helpdesk Manager to lead and oversee our global team of IT support administrators. The Helpdesk Manager will be responsible for ensuring efficient, high-quality, and timely support to end-users across different regions, managing incident resolutions, optimizing support workflows, and driving continuous improvements in user satisfaction. This role demands a strategic leader with excellent communication, organizational, and technical skills to ensure seamless support for our global workforce.
Key Responsibilities:
Team Leadership and Development:
Lead, mentor, and manage a global team of IT support administrators, fostering a collaborative and high-performing work environment. Oversee hiring, onboarding, and training of team members, promoting best practices in technical support. Conduct regular performance evaluations, goal-setting, and development planning to enhance team skills and productivity.
Operational Management:
Design, implement, and continuously improve the helpdesk workflow, ensuring alignment with industry standards and company objectives. Develop and enforce service level agreements (SLAs) for ticket response and resolution times, monitoring key metrics and reporting regularly on performance.
Process Improvement and Automation:
Identify opportunities to streamline support processes and introduce automation for ticket management and troubleshooting, reducing response and resolution times. Collaborate with cross-functional teams to implement new technologies and tools that improve support efficiency and user satisfaction. Monitor industry trends and advancements in helpdesk support to ensure the organization remains competitive and up-to-date.
Compliance and Security:
Ensure all helpdesk operations adhere to internal security policies, data privacy regulations, and compliance standards. Work closely with the InfoSec team to identify and mitigate security risks related to end-user support and access.
Qualifications: Education:
Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field. ITIL certification or similar is preferred. Experience:
2+ years of experience in IT support, with at least 1 year in a management or team lead role, preferably with a global or multi-regional team. Technical Skills:
Strong understanding of IT infrastructure, networks, systems, and support platforms (e.g., ticketing systems, remote support tools). Leadership Skills:
Proven experience in leading, coaching, and motivating a diverse team with exceptional interpersonal and communication skills. Analytical Skills:
Ability to analyze data and KPIs to drive process improvements and optimize support workflows. Customer Focus:
Passion for delivering a high standard of service with an empathetic and user-focused approach to IT support. What’s In it For You: 25 days of paid holiday, with the opportunity to purchase further days up to a total of 30. Charity/Volunteering day each year. Company-matched pension contributions of up to 6% base salary. Private medical insurance. Health cash plan. Company life assurance (4x gross salary). Incapacity benefit. Enhanced maternity leave policy. EV company car scheme (salary sacrifice). Cycle scheme (salary sacrifice). Give as you earn charity scheme. Flexible Working:
We support hybrid and flexible working arrangements for all employees. We understand that life for many people involves school runs, caregiving, or exercising! Work Permits & Visas:
You must already have the right to work permanently in the United Kingdom. IQGeo is not able to sponsor work permits. About IQGeo:
IQGeo is based in Cambridge, UK with regional offices in the United States, Canada, Belgium, Germany, Malaysia, and Japan. We are supported by a global network of highly skilled partners. Originally founded as Ubisense Ltd in 2002, the IQGeo brand was launched in January 2019 after the company was split into two separate businesses. Led by a team of geospatial technology pioneers, the IQGeo Platform software was first launched in 2010 and has an impressive pedigree in the telco, communications, and utility industries. In 2020, IQGeo acquired OSPInsight, a provider of fiber network management software, and in 2022 IQGeo acquired Comsof, a world leader in automated network design, headquartered in Belgium. Today, IQGeo is the leader in introducing modern web and mobile geospatial applications into the communications and utility industries.
#J-18808-Ljbffr
Lead, mentor, and manage a global team of IT support administrators, fostering a collaborative and high-performing work environment. Oversee hiring, onboarding, and training of team members, promoting best practices in technical support. Conduct regular performance evaluations, goal-setting, and development planning to enhance team skills and productivity.
Operational Management:
Design, implement, and continuously improve the helpdesk workflow, ensuring alignment with industry standards and company objectives. Develop and enforce service level agreements (SLAs) for ticket response and resolution times, monitoring key metrics and reporting regularly on performance.
Process Improvement and Automation:
Identify opportunities to streamline support processes and introduce automation for ticket management and troubleshooting, reducing response and resolution times. Collaborate with cross-functional teams to implement new technologies and tools that improve support efficiency and user satisfaction. Monitor industry trends and advancements in helpdesk support to ensure the organization remains competitive and up-to-date.
Compliance and Security:
Ensure all helpdesk operations adhere to internal security policies, data privacy regulations, and compliance standards. Work closely with the InfoSec team to identify and mitigate security risks related to end-user support and access.
Qualifications: Education:
Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field. ITIL certification or similar is preferred. Experience:
2+ years of experience in IT support, with at least 1 year in a management or team lead role, preferably with a global or multi-regional team. Technical Skills:
Strong understanding of IT infrastructure, networks, systems, and support platforms (e.g., ticketing systems, remote support tools). Leadership Skills:
Proven experience in leading, coaching, and motivating a diverse team with exceptional interpersonal and communication skills. Analytical Skills:
Ability to analyze data and KPIs to drive process improvements and optimize support workflows. Customer Focus:
Passion for delivering a high standard of service with an empathetic and user-focused approach to IT support. What’s In it For You: 25 days of paid holiday, with the opportunity to purchase further days up to a total of 30. Charity/Volunteering day each year. Company-matched pension contributions of up to 6% base salary. Private medical insurance. Health cash plan. Company life assurance (4x gross salary). Incapacity benefit. Enhanced maternity leave policy. EV company car scheme (salary sacrifice). Cycle scheme (salary sacrifice). Give as you earn charity scheme. Flexible Working:
We support hybrid and flexible working arrangements for all employees. We understand that life for many people involves school runs, caregiving, or exercising! Work Permits & Visas:
You must already have the right to work permanently in the United Kingdom. IQGeo is not able to sponsor work permits. About IQGeo:
IQGeo is based in Cambridge, UK with regional offices in the United States, Canada, Belgium, Germany, Malaysia, and Japan. We are supported by a global network of highly skilled partners. Originally founded as Ubisense Ltd in 2002, the IQGeo brand was launched in January 2019 after the company was split into two separate businesses. Led by a team of geospatial technology pioneers, the IQGeo Platform software was first launched in 2010 and has an impressive pedigree in the telco, communications, and utility industries. In 2020, IQGeo acquired OSPInsight, a provider of fiber network management software, and in 2022 IQGeo acquired Comsof, a world leader in automated network design, headquartered in Belgium. Today, IQGeo is the leader in introducing modern web and mobile geospatial applications into the communications and utility industries.
#J-18808-Ljbffr
