Helpdesk Manager (Telecoms)

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

• 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

• 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

• 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

• 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

• 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

• 24/7 operational responsibility


• Team operates on a rota basis including days, evenings, nights, and weekends


• Flexibility required to support business needs and escalations

Benefits:

• Free parking


• Private medical insurance

This listing is from indeed. View original listing ↗