Manager, Helpdesk

2 weeks ago

London, United Kingdom Convene Full time

Please note: The candidate must currently reside in the UK and be able to work in the UK without sponsorship.

We’re seeking a Manager, Helpdesk to join our Technology team. The Manager, Helpdesk will report directly to the VP, Digital.

What You’ll Do:

You will be accountable for managing our team of Help Desk Analysts, overseeing and improving our Help Desk processes, and working Help Desk tickets directly. This includes improving our ticket triage and troubleshooting. It also requires that you possess strong problem-solving and analytical skills, be a self-starter with a sense of urgency, and possess a deep sense of commitment to supporting your colleagues.

This role is based out of our London office with the option to occasionally work remotely within the GMT time zone when appropriate for the business.

  • Provide leadership to Help Desk Analysts and cross-functional support teams
  • Monitor ticket queues to ensure appropriate action is taken for each ticket type that adheres to our company’s Service Level Agreements (SLAs)
  • Triage and assign tickets to Agents as needed in a timely manner to support the company’s SLAs; this includes escalation to engineering and other functions across the business.
  • Manage tickets that require supervisory support and own the escalation process through to completion
  • Work with leadership to fine-tune protocols for triage, distribution, prioritization, and escalation of tickets within the team to support company SLAs
  • Identify and establish cross-training opportunities within Help Desk or between Help Desk and other teams to eliminate information silos and improve the overall efficiency of the Technology organization
  • Ability to troubleshoot issues on MacOS, Windows, O365, Google Workspace, Salesforce, Okta, Active Directory, and other Convene business systems
  • Work to minimize the impact of unplanned interruptions by developing (RCA) Root Cause Analyses and capturing other information to further assist in the team’s drive to automate frequent tasks.
  • Coordinate all escalations to Level 3 Support with appropriate team members and external resources with the ultimate goal of driving tickets to a resolution as quickly as possible.
  • Maintain individual and team KPIs while driving issues toward a timely resolution
  • Explore new technologies and have fun finding the best tools to solve our challenges and bring efficiency to our team.

What We Look For:

  • 3-5 years of experience as Help Desk Analyst
  • Experience managing a Help Desk or Customer Support team
  • Knowledge of MacOS, PC, Okta, Zendesk, O365, Salesforce, Jira, and Google Workspace
  • Excited and compassionate about helping those around you and are committed to consistently delivering timely results, done the right way.
  • Ability to discern when to ask for help, how to escalate to other functions in the business, and how to keep track of tickets with dependencies to ensure they are resolved in a timely manner.
  • Have a strong sense of urgency and take pride in resolving issues promptly.
  • Experience in effectively using Confluence and other documentation tools.
  • Technically curious and bring that curiosity to everything you do.
  • Collaborative, adaptive, and comfortable wearing many hats in a fast-paced environment.

Compensation:

The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.

Base Salary:

Salary Min: £40k Salary Max: £60k

This role is also eligible for Convene's annual incentive performance bonus plan.

This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.

Who We Are:

Convene is a premium hospitality company that designs and operates meeting, event, flexible office, and membership spaces. With a network of 38 locations across nine cities in the U.S. and UK, Convene thoughtfully combines beautiful yet intuitive design, fully-integrated technology services, and a warm and welcoming environment to create a turnkey solution for extraordinary meeting and work experiences. Founded in 2009 with the goal of bringing hospitality and lifestyle into traditional commercial real estate assets, Convene partners with the industry’s top landlords to deliver increased value to their assets and premium experiences to their tenants. The company counts Hudson’s Bay Company, Ares, and RXR Realty among its investors and has been named one of America’s 100 Most Promising Companies by Forbes and a Best Workplace by Inc. magazine, Fortune magazine, and Built In. Learn more at

We’re Here For You:

At Convene, you’ll receive:

  • Generous paid time off, including an extra day off for your birthday
  • Participation in our pension scheme with contributions from Convene
  • Professional development support
  • Wellness subsidy to support your wellbeing
  • Savings on bikes and equipment through Convene’s Cycle to Work programme
  • A chance to be part of a dynamic, growing team
  • The opportunity to have a significant impact on your team and the business in the work that you do

Convene is committed to building an inclusive and diverse workforce. We are an Equal Opportunity Employer and welcome people from all backgrounds, experiences, abilities and perspectives.

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