Helpdesk Support Manager

Tecsa is growing its OneViu retail analytics platform tech delivery team and is seeking a Helpdesk Support Manager. The Helpdesk Support Manager will work collaboratively with client account teams and internal technical team to provide a structured and responsive helpdesk service.

This is a hands-on role within an innovative and fast-growing digital business. Your primary responsibilities will include identifying, researching, and resolving issues; delivering both operational and technical training for customers; and collaborating with Product, Engineering, and Quality teams to maximise customer satisfaction.

You will provide technical product support for both internal and external customers and partners, managing the all customer issues while maintaining regular communication to keep customers informed of the status. Additionally, you will take the lead in documenting and maintaining product and support processes and knowledge bases as new capabilities are introduced to the platform. 

Each Tecsa OneViu client will have a local helpdesk analyst who will report into the Helpdesk Support Manager.  Currently 2 direct reports are anticipated in 2025.

Core responsibilities will include:

• Lead the implementation and management of a global helpdesk support operation offering support to initially 3 major clients.
• Oversee the delivery of OneViu IT Support, including incident logging, follow-ups, and closures.
• Handle the escalation of incidents related to non-user end issues.
• Generate reports on pending tickets at the end of each day.
• Foster a culture of ownership within the helpdesk team.
• Ensure compliance with client SLA tracking, issue resolution status, and resource ownership.
• Handle daily operations, implementations, and hyper care, assisting with project planning, tracking, documentation, and status updates.
• Lead the generation of Root Cause Analyses (RCAs) and maintain proactive communication and action, including the detection of potential issues that may impact operations.
• Establish and maintain trusted advisor relationships with client project stakeholders.
• Conduct daily review sessions with the team and manage weekly trackers.
• Manage helpdesk tickets (at least for one client directly) and oversee helpdesk plans, ensuring progress and adjusting schedules as needed.

• 3-5 years in a support or customer service role, with at least 2 years in a technical support or help desk position.
• 1-2 years of experience managing a team in a high-demand environment.
• Exceptional interpersonal skills, with strong written and verbal communication abilities.
• Relevant experience with Retail or B2B SaaS domain is ideal
• Excellent organisational and priority-setting skills, capable of tracking issues, escalations, and resolutions across different regions and solution versions.
• Strong stress management skills to handle customer pressure and problem resolutions.
• Familiarity with business processes and the impact of our solutions and services.
• Ability to liaise with users to ensure satisfactory handling of requests or problem reports.
• Strong negotiation, conflict management, and leadership skills.
• Proficiency in managing teams.
• Experience of maintaining and configuring helpdesk ticket management systems e.g. Jira Service Desk
• Experience in managing and communicating with remote teams during non-traditional business hours.
• Ability to thrive in a fast-paced, high-energy, team-oriented environment.
• Proficiency in multitasking and performing effectively under pressure.
• Preferred ITIL Certification and Agile Methodology Certification.

• Competitive salary (subject to experience)  

• Paid annual leave  

• A supportive, driven culture and a great team with an outstanding mix of talent and experience  

• A dynamic environment in which you can personally learn, develop and make an impact  

• Strong involvement in shaping a growing Tech business from its early days