Helpdesk manager Work, Jobs in Shrivenham, Oxf (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
6d
Assistant Facilities Manager
Q3 Services Group Limited —Didcot
- £35,000 - £40,000 a year
- Full-time
- Microsoft Powerpoint
- Microsoft Word
- Microsoft Excel
- Free parking
Quick apply
2d
Head of FM (Campsfiled IRC)
Mitie —Oxford
- Full-time
- Management
- Maintenance
- Communication skills
10d
Shift Lead - Food (Early Mornings) - Oxford Cowley Road Simply Food
Marks & Spencer —Cowley
- £14.47 an hour
- Part-time
- Employee discount
Assessment Service Consultant
RM Education Limited —Abingdon
- Microsoft Excel
- Project management
- Communication skills
2d
Building Services Engineer – Oxford & Midlands
Acorn —Oxford
- Up to £44,000 a year
- Overtime
- Microsoft Word
- Microsoft Excel
- Microsoft Outlook
Facilities Coordinator Shift
Mitie —Oxford
- Full-time
- Microsoft Office
- IT
- Communication skills
Shift Lead - Food - Oxford Cowley Road Simply Food
Marks & Spencer —Cowley
- £14.47 an hour
- Full-time
- Employee discount
Shift Lead - Fashion, Home and Beauty - Oxford
Marks & Spencer —Oxford
- £14.47 an hour
- Full-time
- Employee discount
1d
Electrical Engineer
CBRE —Oxford
- Full-time
- Customer service
- HVAC
- Communication skills
9d

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Helpdesk Manager (Telecoms)

Iceblue Global
Swindon

Quick apply

Job details

Full-time
£38,000 - £42,000 a year
6 days 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 shrivenham, oxf

Helpdesk Manager (Telecoms)

Assistant Facilities Manager

Head of FM (Campsfiled IRC)

Shift Lead - Food (Early Mornings) - Oxford Cowley Road Simply Food

Assessment Service Consultant

Building Services Engineer – Oxford & Midlands

Facilities Coordinator Shift

Shift Lead - Food - Oxford Cowley Road Simply Food

Shift Lead - Fashion, Home and Beauty - Oxford

Electrical Engineer

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