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- Tasks: Lead a dynamic helpdesk team, resolving issues and training customers in a fast-paced environment.
- Company: Join Tecsa, a growing digital business revolutionising retail analytics with innovative tech solutions.
- Benefits: Enjoy competitive salary, paid leave, and a supportive culture that values your growth.
- Why this job: Be part of a vibrant team shaping the future of tech while making a real impact.
- Qualifications: 3-5 years in support roles, with strong communication and leadership skills; ITIL and Agile certifications preferred.
- Other info: Opportunity to manage a global helpdesk operation and develop your career in a thriving industry.
The predicted salary is between 36000 - 60000 £ per year.
Tecsa is growing its OneViu retail analytics platform tech delivery team and is seeking a Helpdesk Support Manager. The Helpdesk Support Manager will work collaboratively with client account teams and internal technical team to provide a structured and responsive helpdesk service. This is a hands-on role within an innovative and fast-growing digital business.
Your primary responsibilities will include:
- Identifying, researching, and resolving issues.
- Delivering both operational and technical training for customers.
- Collaborating with Product, Engineering, and Quality teams to maximise customer satisfaction.
- Providing technical product support for both internal and external customers and partners.
- Managing all customer issues while maintaining regular communication to keep customers informed of the status.
- Documenting and maintaining product and support processes and knowledge bases as new capabilities are introduced to the platform.
Each Tecsa OneViu client will have a local helpdesk analyst who will report into the Helpdesk Support Manager. Currently, 2 direct reports are anticipated in 2025.
Core responsibilities will include:
- Leading the implementation and management of a global helpdesk support operation offering support to initially 3 major clients.
- Overseeing the delivery of OneViu IT Support, including incident logging, follow-ups, and closures.
- Handling the escalation of incidents related to non-user end issues.
- Generating reports on pending tickets at the end of each day.
- Fostering a culture of ownership within the helpdesk team.
- Ensuring compliance with client SLA tracking, issue resolution status, and resource ownership.
- Handling daily operations, implementations, and hyper care, assisting with project planning, tracking, documentation, and status updates.
- Leading the generation of Root Cause Analyses (RCAs) and maintaining proactive communication and action, including the detection of potential issues that may impact operations.
- Establishing and maintaining trusted advisor relationships with client project stakeholders.
- Conducting daily review sessions with the team and managing weekly trackers.
- Managing helpdesk tickets (at least for one client directly) and overseeing helpdesk plans, ensuring progress and adjusting schedules as needed.
Qualifications:
- 3-5 years in a support or customer service role, with at least 2 years in a technical support or help desk position.
- 1-2 years of experience managing a team in a high-demand environment.
- Exceptional interpersonal skills, with strong written and verbal communication abilities.
- Relevant experience with Retail or B2B SaaS domain is ideal.
- Excellent organisational and priority-setting skills, capable of tracking issues, escalations, and resolutions across different regions and solution versions.
- Strong stress management skills to handle customer pressure and problem resolutions.
- Familiarity with business processes and the impact of our solutions and services.
- Ability to liaise with users to ensure satisfactory handling of requests or problem reports.
- Strong negotiation, conflict management, and leadership skills.
- Proficiency in managing teams.
- Experience of maintaining and configuring helpdesk ticket management systems e.g. Jira Service Desk.
- Experience in managing and communicating with remote teams during non-traditional business hours.
- Ability to thrive in a fast-paced, high-energy, team-oriented environment.
- Proficiency in multitasking and performing effectively under pressure.
- Preferred ITIL Certification and Agile Methodology Certification.
Benefits:
- Competitive salary (subject to experience).
- Paid annual leave.
- A supportive, driven culture and a great team with an outstanding mix of talent and experience.
- A dynamic environment in which you can personally learn, develop and make an impact.
- Strong involvement in shaping a growing Tech business from its early days.
Contact Detail:
Tecsa Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Helpdesk Support Manager
✨Tip Number 1
Familiarise yourself with the OneViu retail analytics platform and its functionalities. Understanding the product inside out will not only help you in interviews but also demonstrate your genuine interest in the role.
✨Tip Number 2
Network with current or former employees of Tecsa on platforms like LinkedIn. Engaging with them can provide valuable insights into the company culture and expectations, which can be a game-changer during your application process.
✨Tip Number 3
Prepare to discuss your experience in managing helpdesk operations and leading teams. Be ready to share specific examples of how you've handled customer issues and escalations, as this will showcase your leadership skills.
✨Tip Number 4
Highlight your familiarity with helpdesk ticket management systems like Jira Service Desk. Being able to speak confidently about your experience with these tools will set you apart from other candidates.
We think you need these skills to ace Helpdesk Support Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in support or customer service roles, especially in technical support or help desk positions. Emphasise any leadership experience and your ability to manage teams in high-demand environments.
Craft a Compelling Cover Letter: Write a cover letter that showcases your interpersonal skills and communication abilities. Mention specific examples of how you've successfully resolved customer issues and led teams, particularly in fast-paced environments.
Highlight Relevant Skills: In your application, clearly outline your proficiency with helpdesk ticket management systems like Jira Service Desk, as well as your familiarity with ITIL and Agile methodologies. These are key skills for the Helpdesk Support Manager role.
Showcase Problem-Solving Abilities: Provide examples in your application of how you've handled escalations and managed customer pressure. Highlight your experience in generating Root Cause Analyses (RCAs) and maintaining proactive communication with clients.
How to prepare for a job interview at Tecsa
✨Showcase Your Technical Knowledge
Make sure to brush up on your technical skills and knowledge related to helpdesk support. Be prepared to discuss specific tools you've used, like Jira Service Desk, and how you've resolved technical issues in the past.
✨Demonstrate Leadership Experience
Since this role involves managing a team, highlight your previous leadership experiences. Share examples of how you've fostered a culture of ownership and handled escalations effectively in high-pressure situations.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities. Think of examples where you successfully managed customer issues or improved processes, and be ready to explain your thought process.
✨Emphasise Communication Skills
Strong communication is key in this role. Prepare to discuss how you've maintained regular communication with clients and team members, especially during challenging situations. Highlight your interpersonal skills and ability to negotiate effectively.
