Client/Customer Support Manager

• Client Support/Helpdesk Manager
• SaaS - Platform based Technology Services
• Chatbotai/AI/ChatGBT Support
• Incident Management Systems/User Support
• London Waterloo/Hybrid Working
• £50-60k salary + benefits package

Our client a global technology leader is currently looking for a Client/Customer Support Manager.

Reporting to the Head of Operations, the Client Systems Support/Helpdesk Manager to lead and develop the Client Support and Incident Management teams, own the incident management life cycle and drive continual improvements in service quality, performance and customer experience.

Responsibilities (key tasks and requirements of the role):-

• Lead, coach and develop the Helpdesk and customer 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

Essential Attributes:-

• Proven experience leading a Helpdesk, Service Desk or customer 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