helpdesk manager Work, Jobs in calne, wil (with Salaries)

Helpdesk Manager (Telecoms)
Iceblue Global —Swindon
- £38,000 - £42,000 a year
- Weekend availability
- Management
- Customer service
- Computer networking
- Free parking
Quick apply
1d
IT Service Desk Manager
Thrings —Swindon
- Hybrid work
- Management
- Computer Science
- Customer service
- Life insurance
IT Apprentice
Wishford Education —Tetbury
- £22,000 - £26,000 a year
- Microsoft Outlook
- Windows
- Microsoft Office
- Free parking
- Health & wellbeing programme
Quick apply
Senior Facilities Manager (Branches), South West & South Wales
National Westminster Bank PLC —Bristol
- £45,840 - £68,760 a year
- Full-time
- Hybrid work
- Customer service
- Travel
- Communication skills
- Annual leave
5d
IT Service Desk Engineer
Bupa Dental Care —Bristol
- Full-time
- Hybrid work
- Microsoft Office
- IT
- In-person
3d
IT Service Desk Agent
TRG UK Ltd —Bristol
- £26,500 a year
- Full-time
- Software troubleshooting
- In-person
- Communication skills
- Free parking
- Sick pay
Quick apply
4d
Multiskilled Host
CBRE —Bristol
- Full-time
- Customer service
- Continuous improvement
- Communication skills
- Employee discount
Sales Administrator
TRG UK Ltd —Bristol
- £25,500 - £26,000 a year
- Full-time
- Sales
- Salesforce
- Organisational skills
- Free parking
- Health & wellbeing programme
Quick apply
2d
Electrical Technician
CBRE —Bristol
- Full-time
- Customer service
- HVAC
- Communication skills

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Helpdesk Manager (Telecoms)

Iceblue Global
Swindon

Quick apply

Job details

Full-time
£38,000 - £42,000 a year
1 day ago

Benefits

Free parking
Private medical insurance

Qualifications

Management
Incident management
Customer service
Computer networking
Telecommunication
Leadership
Communication skills
Help desk

Full job description

Job Overview
We’re looking for an experienced and driven Manager, Customer Service to lead our front-line support function and ensure a consistently high-quality customer experience across our global telecom operations.

This is a fast-paced, operational leadership role where you will manage a team of Helpdesk Technicians, oversee day-to-day service delivery, and ensure tickets and incidents are handled efficiently, professionally, and in line with SLAs.

You will play a key role in improving customer satisfaction, driving operational excellence, and supporting the growth of Iceblue’s 24/7 support capability.

Accountabilities:

Team Leadership & Management

Lead, coach, and develop a team of Helpdesk Technicians
Manage rota planning for a 24/7 support function (days, evenings, nights, weekends)
Set clear expectations and performance standards aligned to SLAs and KPIs
Conduct regular 1:1s, performance reviews, and coaching sessions
Foster a collaborative, high-performing team culture

Service Delivery & Operations

Oversee the end-to-end management of customer tickets and incidents
Ensure effective triage, prioritisation, and escalation of issues
Monitor workload distribution and ensure timely resolution of tickets
Act as the first point of escalation point for complex or high-priority incidents
Support major incident management and customer communications

Customer Experience

Ensure clear, timely, and professional customer communication at all times
Drive continuous improvement in customer satisfaction and response times
Review customer feedback and implement improvements
Maintain a strong customer-first culture within the team

Performance & Continuous Improvement

Track and report on SLA performance, ticket volumes, and team productivity
Identify trends, recurring issues, and opportunities for process improvement
Ensure accurate ticket management, documentation, and data quality
Work closely with Service Delivery and Technical teams to improve workflows

Stakeholder & Cross-Team Collaboration

Collaborate with Service Delivery, Engineering, and Order Desk teams
Ensure smooth handovers and alignment across operational functions
Support internal reporting and contribute to operational strategy

What we’re looking for

Proven experience in a customer service or helpdesk leadership role
Experience in telecoms and networking
People management and coaching capability
Experience working in an SLA-driven support environment
Excellent communication and stakeholder management skills
High attention to detail and strong organisational ability
Confidence managing escalations and customer-critical issues

Shift Pattern

24/7 operational responsibility
Team operates on a rota basis including days, evenings, nights, and weekends
Flexibility required to support business needs and escalations

Pay: £38,000.00-£42,000.00 per year

Benefits:

Free parking
Private medical insurance

Work Location: In person

Quick apply

Refine Your Search

helpdesk manager jobs in calne, wil

Helpdesk Manager (Telecoms)

IT Service Desk Manager

IT Apprentice

Senior Facilities Manager (Branches), South West & South Wales

IT Service Desk Engineer

IT Service Desk Agent

Multiskilled Host

Sales Administrator

Electrical Technician

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