It support manager Work, Jobs in West London, Gtl (with Salaries)

Client Helpdesk Manager - 12 Month FTC
InfoTrack —London
- Full-time
- Hybrid work
- Continuous improvement
- Leadership
- Annual leave
- Flexitime
Quick apply
13d
Developer Engagement Lead - AI Coding Tools - MSDE
Morgan Stanley —London
- Full-time
- Software development
- AI
- Communication skills
5d
AI Adoption and Training Specialist, Associate Director (London)
Fitch Group —London
- Bachelor's degree
- Financial services
- AI
Head of ICT and Business Support
London Councils —London
- From £77,407 a year
- Full-time
- Hybrid work
- Leadership
Quick apply
14d
IT service desk and support manager
The Princess Alexandra Hospital NHS Trust —Harlow
- £49,387 - £56,515 a year
- Continuous improvement
- Training & development
11h
IT Service Desk Lead
Samiro Search —London
- From £40,000 a year
- Full-time
- Hybrid work
- Azure
- Customer service
- Mentoring
Quick apply
Technical Support Manager
Hyve Group —London
- Continuous improvement
- Team management
- AI
12d
Head of Enterprise Support Technical
Connected Places Catapult —London
- £80,920 - £89,472 a year
- Full-time
- Hybrid work
- Writing skills
- Business development
- Mentoring
- Employee assistance programme
Quick apply
6d
Technical Account Manager
NEST —London
- £65,000 - £70,000 a year
- Hybrid work
12d
Service Desk Manager
Redsquid Communications —London
- Full-time
- Continuous improvement
- Team management
- Contracts
Quick apply
6d
Integration Support Manager
LoopMe —London
- Hybrid work
- SQL
- JavaScript
- Communication skills
- Annual leave
Quick apply
Customer Support Lead
Searchable —London
- Full-time
- Bar
- SQL
- Mentoring
Quick apply
Publisher Technical Account Manager (AdTech)
PubMatic —London
- £60,000 - £70,000 a year
- Hybrid work
- PMP
- Analysis skills
- Communication skills
- Annual leave
Quick apply
5d
Design Engineer/Project Manager for ICT Structured Cabling, Cabling Infrastructure Technology
Amazon UK Services Ltd. —London
- Full-time
- Microsoft Word
- AutoCAD
- Microsoft Excel
IT Support Team Lead - Maternity Cover
The Focusrite Group —High Wycombe
- £35,000 - £45,000 a year
- Azure
- SharePoint
- AI
- Life insurance
Quick apply
7d
Managed Services - First Line Support Team Lead
HSO Group B.V. —London
- Weekend availability
- Azure
- Customer service
- Organisational skills
Quick apply
Salesforce Administrator & Service Desk Lead
Triple Point —London
- Sales
- Salesforce
Mobile Support Team Leader
OPUS TECHNOLOGY —Reigate
- £36,000 - £40,000 a year
- Full-time
- Hybrid work
- Continuous improvement
- Team management
- Conflict management
- Life insurance
- Referral programme
Quick apply
16h
Senior Manager - Technical Support Engineering
DeepL —London
- Full-time
- Hybrid work
- Continuous improvement
- APIs
- Leadership
Technical Account Manager, Enterprise Support, WWPS-UKGI
AWS EMEA SARL (UK Branch) —London
- Full-time
- AWS
- Leadership

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Client Helpdesk Manager - 12 Month FTC

InfoTrack -
London

Quick apply

Job details

Full-time
13 days ago

Benefits

Annual leave
Flexitime
Private medical insurance
Referral programme

Qualifications

IT team management
Incident queue management
IT service management
Ticket management
Continuous improvement
Continuous improvement cycles oversight
Major incident coordination
Customer support
Root cause analysis
Leadership
Help desk

Full job description

Client Helpdesk Manager – 12 Month FTC

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 Client Support and Incident Management 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

In this role, you will:

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 [email protected].

Quick apply

Refine Your Search

it support manager jobs in west london, gtl

Client Helpdesk Manager - 12 Month FTC

Developer Engagement Lead - AI Coding Tools - MSDE

AI Adoption and Training Specialist, Associate Director (London)

Head of ICT and Business Support

IT service desk and support manager

IT Service Desk Lead

Technical Support Manager

Head of Enterprise Support Technical

Technical Account Manager

Service Desk Manager

Integration Support Manager

Customer Support Lead

Publisher Technical Account Manager (AdTech)

Design Engineer/Project Manager for ICT Structured Cabling, Cabling Infrastructure Technology

IT Support Team Lead - Maternity Cover

Managed Services - First Line Support Team Lead

Salesforce Administrator & Service Desk Lead

Mobile Support Team Leader

Senior Manager - Technical Support Engineering

Technical Account Manager, Enterprise Support, WWPS-UKGI

I want to receive the latest job alerts for it support manager in west london, gtl

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