Support Desk Manager – Customer Support, Internal IT

🔥 5 minutes ago

🌐 United Kingdom, Ireland – Remote

🇬🇧 United Kingdom – Remote 🇮🇪 Ireland – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 15%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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IAM Cloud

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

📣 Marketing

📦 Logistics

Consulting • Marketing • Logistics

IAM Cloud is a company that specializes in cloud-based solutions for IT management, offering products like Cloud Drive Mapper, which provides secure access to cloud storage without syncing, and forthcoming solutions like Authentic and Identity Exchange (IDx) for enhanced security and identity management. Founded on a philosophy of solving software-related problems, IAM Cloud emphasizes security and compliance, holding ISO27001 certification. They cater to a diverse range of clients globally, from small organizations to entities with over 250,000 users, and foster a customer-centric and partnership-driven approach. Notably, IAM Cloud is fully employee-owned, prioritizing customers over investor-driven growth, and has been recognized as a global partner of Microsoft.

📋 Description

• Own, lead, and grow the IAM Cloud Support Desk • Oversee Desk operations and ensure efficient, professional, and consistent resolution of incidents, issues, and queries • Define and embed Support Desk best practices for ticket handling, categorisation, prioritisation, routing, escalation, and closure • Drive functional performance through metrics, root-cause analysis, and backlog management • Foster continuous learning through documentation, runbooks, and training • Optimise support tooling and ensure best-practice usage and configuration • Coach, mentor, and performance-manage Technical Support Engineers • Work with internal teams to improve product quality and reduce recurring issues • Act as senior escalation point and own communications during incidents and major issues • Champion a customer-first mindset and build a Centre of Excellence in Support • Ensure compliance with data protection and Information Security requirements • Within six months, manage the internal IT function and provide technical accountability for the IT estate • Deliver and manage the end-user computing estate, including corporate devices and applications throughout their lifecycle • Administer Microsoft 365 securely and in line with Microsoft best practice • Own endpoint and remote-management capabilities, including policies, configuration standards, patching controls, and monitoring • Maintain IT asset and software-management controls and accurate lifecycle records • Support security of end-user computing and Microsoft 365 environments, including endpoint protection, monitoring, and incident remediation • Report to the CIO

🎯 Requirements

• At least 3 years leading a busy Support Desk, Helpdesk, or cross-functional technical support team • Preferably experience in a SaaS environment • Comfortable leading a team supporting complex software products and delivering internal IT • Technical administrative or IT operations background likely prior to leadership roles • Expert knowledge of the Microsoft ecosystem • High-value knowledge of Microsoft 365, SharePoint, OneDrive, and Graph • Hands-on player-manager attitude • Demonstrable experience defining and working to SLAs, KPIs, and functional metrics • Previous experience managing and growing successful Support teams • Familiarity with support and ticketing systems / ITSM tools • Strong stakeholder and cross-functional collaboration skills • Proactive and dynamic mindset; able to manage ambiguity, prioritise under pressure, and adapt quickly • Commitment to continuous improvement and operational excellence

🏖️ Benefits

• Guaranteed £2,000 pay rise every year, separate from merit or promotion increases • 26 days holiday plus public holidays • Option to swap public holidays for more meaningful days • Birthday and work anniversary day off every year • Up to 4 weeks per year working from anywhere in the world • Genuinely flexible, fully remote working • Becoming a Parent leave • Medical scheme including remote GP, dental, optical, and diagnostics (UK employees) • Confidential counselling, therapy, and coaching through Support Room • Help@Hand employee assistance programme • 5x salary life insurance through Unum • Up to 10% pension match (UK employees) • Annual learning and development budget per function • Exciting and challenging work • Supportive and caring employer • Flexible hours • Highly competitive pay and benefits