Service Desk Manager - Magento

Magento Service Desk Manager (or Analyst looking to make the leap into a manager role) is required by my client who are an eCommerce Technical Development Agency. This role is remote based. They are passionate about innovating within eCommerce - whether working directly on projects with retailers or developing new Middleware products to help businesses streamline their critical business operations and improve their marketing opportunities.

The Role

The role requires a strong working knowledge of eCommerce and various eCommerce platforms, most notably Magento Open Source/Adobe Commerce architecture. You will need proficiency in navigating and managing the Magento admin panel, including setting up stores, managing product catalogs, and configuring basic settings. You will also need the ability to diagnose and resolve common Magento issues, including performance bottlenecks, payment gateway problems, and integration errors.

As a Technical Service Desk Manager, you will be responsible for the successful delivery of all client tickets raised via the Service Desk, including ensuring the SLA for all clients is met. You will be the first point of triage for clients, ensuring that clients receive proactive communication and all issues are resolved expediently, within the estimated time, managing client expectations and providing regular updates, ensuring client satisfaction and quality standards throughout the work lifecycle.

Key Requirements

• Strong understanding of Magento 2 architecture, including key components like modules, extensions, and themes.
• Proficiency in navigating and managing the Magento admin panel, including setting up stores, managing product catalogs, and configuring basic settings.
• Understanding of general E-commerce principles, such as conversion rate optimization, customer experience, and payment processing.
• Ability to interpret customer behaviour and E-commerce data in analytics tools such as GA4.
• Knowledge of various payment gateways (like PayPal, Stripe) and their integration with Magento.
• Familiarity with shipping methods, carriers, and how they integrate with Magento and other E-commerce platforms.
• Strong communication skills to effectively liaise with clients, understand their issues, and explain technical concepts in a non-technical manner.
• Experience with support desk ticketing systems like Zendesk, Freshdesk, or Jira Service Desk for managing and prioritising customer requests.
• Knowledge of SLAs and the ability to manage support tickets according to their priority and urgency.
• Advanced troubleshooting skills to resolve issues related to site performance, Front End errors, and Back End server problems.
• Ability to analyse server logs, Magento error logs, and debug logs to identify the root cause of issues.
• Basic SQL skills to query databases for troubleshooting, such as checking order status, customer data, or product information.
• Understanding of web hosting environments, including shared hosting, VPS, and cloud services like AWS, Google Cloud, or Azure.
• Basic server management knowledge - understanding client SSL certificates and ensuring they are passed on for installation.
• Familiarity with caching mechanisms like Varnish, Redis, and their impact on Magento performance.
• Knowledge of Magento security practices, including patch management, user roles, and permissions, and securing the Magento admin panel.
• Understanding of general web security threats like SQL injection, XSS, and how to mitigate these risks in an E-commerce environment.
• Monitoring and reporting service desk metrics to assess potential issues and suggest improvements.

Education/Experience

• Bachelor's degree in computer science or a related field.
• Experience working with PHP development frameworks.
• Minimum 3 years of eCommerce/Magento experience with at least 1 in a Service Desk Management role.
• Project management experience, SCRUM is a must, PRINCE2, PMP, AGILE, is a bonus.
• Basic knowledge of using JQL.
• Knowledge of standard technical requirements and practices surrounding eCommerce.
• Magento certifications such as Adobe Commerce Business Practitioner or relevant experience.

This is a fantastic opportunity to secure a role with a successful eCommerce Agency who develop and look after their employees. The role is remote based. If you have the relevant Magento and support experience please forward your CV and you will be contacted with full role and company information.

We are passionate about promoting diversity, inclusion, and equality, and are committed to working with clients who share our outlook. We offer equal opportunities to all candidates regardless of background, identity, sexuality, and disability. We strive to create inclusive cultures where diversity is seen as real value for the company. Our mission is for everyone to feel empowered to be their true authentic selves at work.