At a Glance
- Tasks: Lead and develop high-performing Helpdesk teams to deliver exceptional customer service.
- Company: Join InfoTrack, a market leader in tech solutions for the conveyancing industry.
- Benefits: Enjoy 25 days leave, flexible working, private health insurance, and fun team events.
- Other info: Hybrid working options available after probation with excellent career progression opportunities.
- Why this job: Make a real impact by improving customer experience and resolving complex incidents.
- Qualifications: Proven experience in leading support teams and managing incident processes.
The predicted salary is between 35000 - 45000 £ per year.
Location: Waterloo (Hybrid after probation)
Salary: Competitive salary, depending on your experience
Do you enjoy building high-performing support teams that deliver exceptional customer service? Are you at your best when coordinating major incidents, solving complex problems and keeping customers informed every step of the way?
Our Helpdesk is central to the support we provide to clients using our search software across the legal and conveyancing sector. We’re looking for an experienced Helpdesk Manager on a 12 month-fixed term contract to lead and develop our Helpdesk and third-line support teams, own the incident management lifecycle and drive continual improvements in service quality, performance and customer experience.
About InfoTrack
InfoTrack is a market-leading provider of technology solutions for the conveyancing industry, helping law firms deliver a best-in-class service to people buying and selling homes. As our customer base and product portfolio continue to grow, so does the need for responsive, reliable and high-quality technical support. That’s why we’re strengthening our support leadership to ensure incidents are resolved quickly, customers are kept informed and recurring issues are addressed.
What you’ll be doing
- Lead, coach and develop the Helpdesk and third-line 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
What we're looking for
Essential:
- Proven experience leading a Helpdesk, Service Desk or technical 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
Desirable (but not essential):
- Experience working for a software or technology service provider
- Experience supporting clients within the legal or conveyancing sector
- Experience working closely with Product, Development, IT and customer-facing teams
Working Hours
Your working week will be 37.5 hours per week, typically 9:00am – 5:30pm initially, with opportunities for hybrid working between home and our Waterloo office once your probationary period is completed.
Salary and Progression
Competitive salary, depending on your skills and experience. You’ll also benefit from annual performance reviews, providing a clear pathway for career development and salary progression.
Benefits and Rewards
At InfoTrack, we believe in rewarding our people and creating a positive workplace culture. You’ll benefit from:
- 25 days annual leave, plus bank holidays
- Flexible working options, including hybrid working and flexitime after probation
- Private health insurance, including dental, optical and hearing cashback
- 24/7 health advice line and access to virtual GP appointments
- In-house barista: enjoy freshly brewed drinks throughout the day
- Office snacks, including fruit and refreshments
- Regular team breakfasts and lunches
- Recognition awards: £100 spot prizes for going above and beyond
- “Work From Anywhere” weeks: work remotely from a location of your choice
- Referral bonus: earn up to £2,000 for successful referrals
- Regular social events including summer and Christmas parties, hikes, pub quizzes and more
If you’re passionate about leading support teams, improving customer service and driving the effective resolution of complex incidents, we’d love to hear from you.
If you have any questions about the role or require any reasonable adjustments as part of the recruitment process, please let us know at careers@infotrack.co.uk.
Helpdesk Manager - 12 Month FTC in London employer: InfoTrack UK
InfoTrack UK is an exceptional employer, offering a dynamic work culture that prioritises employee growth and development. With a competitive salary and benefits such as private health insurance and generous annual leave, this hybrid role allows you to thrive while contributing to a market-leading provider that is transforming the legal sector.
StudySmarter Expert Advice🤫
We think this is how you could land Helpdesk Manager - 12 Month FTC in London
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like InfoTrack UK.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like InfoTrack UK. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Helpdesk Manager - 12 Month FTC in London
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to InfoTrack UK.
How to prepare for a job interview at InfoTrack UK
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in InfoTrack UK's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services InfoTrack UK offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
