Service Desk Manager

4 days ago

London, Greater London, United Kingdom Tbwa ChiatDay Inc Full time

Fospha is the marketing measurement platform for eCommerce brands. We have found product/market fit in the last two years and quickly become the market leader for measurement in EMEA. We are the only business of our type to be a certified partner of Meta, TikTok and Snap, and have worked with our customers (some of the best known eCommerce brands in the UK and Europe) to drive massive growth and value for both sides over the last 12 months. Now we are working with these partners to enter the US market at scale.

This is a hugely exciting time to join Fospha. To make the most of this opportunity we are seeking an enthusiastic, driven and detail-oriented individual with proven experience in support desk management to join our team as a Service Desk Manager.

The Role

In this role, you will play a crucial role in ensuring our customers (including some of the best-known retail ecommerce brands in the UK and US) receive timely and effective support for the Fospha product, improving our customer retention and satisfaction key business metrics.

You will have the opportunity to take ownership of the end-to-end support process and work cross-functionally with teams from Customer Success through to Product and Engineering. This role offers significant opportunity for growth and development within the company for someone with a passion for customer service and a desire to make a real impact.

Key Responsibilities:

  1. Manage incoming support requests: Monitor and respond to issues submitted through our internal service desk (JIRA), surfacing useful information in Notion for stakeholders to self-serve latest updates.
  2. Triage and prioritize issues: Assess the urgency and impact of reported problems, categorize them appropriately, and assign them to the relevant team members.
  3. Provide first-line support: Resolve straightforward issues directly and escalate complex problems to the appropriate technical teams.
  4. Track issue resolution: Ensure timely resolution of all support requests and keep customers regularly informed of progress in line with SLAs.
  5. Maintain service desk documentation: Update and improve Support desk internal documentation in Notion to facilitate efficient issue resolution.
  6. Identify trends and patterns: Analyse support requests to identify recurring issues and potential product improvements.
  7. Contribute to service improvement: Implement and maintain ITIL-based service management processes to ensure efficient and effective service delivery.

Professional Requirements:

  1. Excellent communication skills: Ability to communicate clearly and effectively with both technical and non-technical audiences cross-functionally, including Customer Success, Product, Engineering, Product Marketing and Leadership teams.
  2. Customer-centric approach: Passionate about providing exceptional customer service.
  3. Strong problem-solving skills: Ability to triage issues and partner with Support Engineers to diagnose technical issues, using ITIL problem management techniques.
  4. Organized and detail-oriented: Ability to manage multiple tasks and prioritize effectively.
  5. Proficiency with JIRA and Notion: Experience using these tools for issue tracking and knowledge management.

Working location

The Fospha UK team is based at the Scale Space tech campus in West London - where you can partake in a full social calendar of community events & classes. While we take pride in offering flexibility—accommodating working hours and personal circumstances—our team members spend 4 days a week in the office to maximize opportunities for learning and collaboration.

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