Helpdesk Manager

Welcome to the world of land-based gaming. At Light & Wonder, it’s all about the games, and our Gaming team builds cutting-edge technology, products, and content for the most iconic casinos and operators across the globe.

Position Summary

At Light & Wonder, we build new worlds of play. Our drive to become the leading cross-platform global game company comes from our collaborative team of innovators and creators, and the passion we share to excite our players and customers by creating the world's best game experiences. Light & Wonder is committed to the highest standards of integrity, from promoting player responsibility to implementing sustainable practices.

The Helpdesk Manager leads the helpdesk advisor team providing first‑line technical support to our gaming customers. The helpdesk team ensures that customers receive accurate first‑fix solutions, timely service order creation, and a consistently high‑quality support experience. The successful candidate will drive team performance, develop capability, and work closely with internal stakeholders to continuously improve service delivery.

Key Responsibilities

• Lead and motivate helpdesk advisors to deliver excellent customer service and accurate first‑fix technical support.
• Oversee day‑to‑day helpdesk operations, ensuring SLAs, KPIs, and quality standards are consistently met.
• Provide coaching, mentoring, and performance management to helpdesk advisors, including regular 1:1s and development plans.
• Act as the primary escalation point for complex or unresolved customer issues. Although rare, this may overlap into evenings and weekends.
• Ensure service orders are raised accurately and efficiently within the call management system.
• Analyse helpdesk performance data to identify trends, recurring issues, and opportunities for improvement.
• Collaborate with business managers, field service teams, and technical specialists to resolve outstanding issues and enhance customer experience.
• Support the onboarding and training of new team members, ensuring they are equipped with the knowledge and tools required for success.
• Contribute to process improvements, documentation updates, and the development of best practices.
• Maintain a positive, customer‑focused culture within the helpdesk environment.

Knowledge, Skills & Experience

• Proven experience leading a helpdesk, call centre, or technical support team.
• Strong communication skills, both written and verbal, with the ability to simplify technical information.
• Ability to build strong working relationships and support team members in a positive, constructive manner.
• Confident working independently, managing workload, and making decisions with minimal supervision.
• Solid understanding of helpdesk operations, call management systems, and first‑line technical troubleshooting.
• Strong problem‑solving skills with the ability to identify issues, analyse information, and communicate solutions effectively.
• Self‑motivated team player with a proactive, “can‑do” attitude.
• Flexible and adaptable, with a willingness to learn new tools, technologies, and processes.
• Passion for quality, continuous improvement, and delivering exceptional customer experiences.

Person Specification

• Positive, resilient, and solutions‑focused.
• Strong leadership presence with the ability to inspire and motivate others.
• Comfortable working in a fast‑paced environment with shifting priorities.
• Committed to personal and team development.
• Customer‑centric mindset with a drive for operational excellence.

Benefits

• Full technical product training.
• Competitive salary and performance bonus.
• 5% employer pension contributions.
• 33 days' holiday (including Bank Holidays).
• Paid leave to work on charitable projects.
• Access to Reward Hub for shopping and lifestyle discounts/cashback.
• Employee Assistance Programme.
• Healthcare benefits including Private Medical Insurance and Remote GP.
• Training, support, and career development opportunities.
• Cycle to Work scheme.