IT Helpdesk Manager, IQGeo
More information about location
AI-powered geospatial network management
Job no longer available
AI-powered geospatial network management
201-500 employees
Job no longer available
More information about location
201-500 employees
Company mission
To redefine how ambitious network operators plan, design, construct, operate and monetize their physical infrastructure.
Role
Who you are
- Education: Bachelor’s degree in information technology, Computer Science, Business Administration, or a related field. ITIL certification or similar is preferred
- Experience: 3+ years of experience in IT support, with at least 1 year in a management or team lead role, preferably with a global or multi-regional team
- Technical Skills: Strong understanding of IT infrastructure, networks, systems, and support platforms. Minium 1 years’ experience with:
- Microsoft Entra
- Microsoft Intune
- Atlassian Suite (Jira, Jira Service Management)
- Windows, macOS and Linux
- Leadership Skills: Proven experience in leading, coaching, and motivating a diverse team with exceptional interpersonal and communication skills
- Analytical Skills: Ability to analyse data and KPIs to drive process improvements and optimize support workflows
- Customer Focus: Passion for delivering a high standard of service with an empathetic and user-focused approach to IT support
What the job involves
- We are seeking an experienced and proactive hands-on IT Helpdesk Manager to lead and oversee our global team of IT support administrators. Based in our UK office, you will be responsible for ensuring efficient, high-quality, and timely support to end-users across all regions.
- You will directly manage support staff in the US and Belgium, while personally handling escalated or complex issues for UK-based users. This role demands a strategic leader with excellent communication, organisational, and technical skills to ensure seamless support for our global workforce. Willingness to travel internationally is essential
- 1. Team Leadership and Development:
- Lead, mentor, and manage a global team of IT support administrators, fostering a collaborative and high-performing work environment
- Oversee hiring, onboarding, and training of team members, promoting best practices in technical support
- Conduct regular performance evaluations, goal setting, and development planning to enhance team skills and productivity
- Serve as the primary escalation point and hands-on lead for UK helpdesk issues, personally resolving or overseeing resolution of complex or high-priority support requests
- 2. Operational Management:
- Design, implement, and continuously improve the helpdesk workflow, ensuring alignment with industry standards and company objectives
- Develop and enforce service level agreements (SLAs) for ticket response and resolution times, monitoring key metrics and reporting regularly on performance
- Take direct responsibility for the UK helpdesk, ensuring local issues are addressed promptly and effectively
- 3. Process Improvement and Automation:
- Identify opportunities to streamline support processes and introduce automation for ticket management and troubleshooting, reducing response and resolution times
- Collaborate with cross-functional teams to implement new technologies and tools that improve support efficiency and user satisfaction
- Monitor industry trends and advancements in helpdesk support to ensure the organization remains competitive and up to date
- 4. Compliance and Security:
- Ensure all helpdesk operations adhere to internal security policies, data privacy regulations, and compliance standards
- Work closely with the InfoSec team to identify and mitigate security risks related to end-user support and access
- 5. Travel:
- Willingness and ability to travel to US and Belgium offices, or other locations, to support team development, onboarding, or major incident resolution as required
Our take
For telecommunications and utility businesses, managing geospatial data can be a complex process. Data silos and missing data, as well as legacy tools that can't keep up, only serve to make it more complicated. IQGeo creates AI-powered geospatial software to solve these problems and more.
The company's software allows users to create accurate, live digital twins of environments. These intelligent network models are a stark improvement to static maps, enabling real-time, informed decision making. By employing AI, IQGeo also supports self-managing networks, which saves time and effort for businesses.
The company continues to expand the value of its offering, for example by acquiring AI image recognition software Deepomatic. This advances its mission towards autonomous networks, where real-time data and imagery from the field can be used to make even more accurate models - and hence fuel dynamic decision making in the sector.
Steph
Company Specialist at Welcome to the Jungle
Insights
19% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Nov 2022
$11.8m
SERIES B
Apr 2021
$2.7m
EARLY VC
Total funding: $21.8m
Company benefits
- Flexible schedules
- Collaborative teams
- New and modern office facilities
- Remote work opportunities
Company HQ
Cambridge, UK
Leadership
Richard Petti
(CEO)Previoulsy CEO at Ubisense and Alveo Technology, Executive In Residence at Illuminate Financial and COO at Wema System.
Salary benchmarks
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