Support Desk Manager, IAM Cloud
Cloud IT management software tools
Job no longer available
Cloud IT management software tools
21-100 employees
Job no longer available
21-100 employees
Company mission
To create awesome technology that makes a positive impact in the world.
Role
Who you are
- Proven experience (at least 3 years)leadinga busySupport Desk,Helpdeskor technical support function,preferably in aSaaS environment
- Technical aptitude:you must be comfortableleadinga team in Support ofcomplexsoftwareproducts, APIs, logreviewandincident investigation
- Strong experience defining and working to SLAs, KPIsandticket management metrics (e.g.response times, resolution times, backlog, customer satisfaction)
- Leadership and performance management skills:you’vemanaged and grownSupport teamspreviously and have demonstrable industry experience
- Experience with support / ticketing systems / ITSM tools (FreshDeskor similar)
- Experience working within the Microsoft ecosystem or with MS-adjacent products
- Excellent stakeholder and cross-functional collaboration skillsto manage thehigh expectationsof our customers and internalfunctions
- Excellent verbal and written communication skills (customer facing, escalation, documentation)
- A proactive, dynamic mindset — able to manage ambiguity,prioritiseunder pressure, and adapt quickly
- A commitment to continuous improvement and operational excellence
What the job involves
- At IAM Cloud, we create software that simplifies IT management in the cloud. From powerful platforms to intuitive tools, our mission is to make a positive impact through technology while building a company people love to work for
- As a fully employee-owned, bootstrapped company, we prioritise customers over investors and foster a flexible, supportive, and innovative work environment. With a team of around 35, we serve over 3000 organisations worldwide—and we’re just getting started
- We are a small team, and everyone has a broad remit. What is important is that you are a self-starter who can confidently work autonomously, as well as closely within a team. We are also a fully remote-working company. The ability to work comfortably, safely, happily and productively from home is essential for thriving in this role
- Reporting to the CIO, you will own, lead and grow the IAM Cloud Support Desk - the front line of contact for our customers. You’ll be responsible for the oversight of all Desk operations and ensuring efficient, professional and consistent resolution of incoming issues and queries
- You’ll bring demonstrable leadership experience, having led and grown comparable teams, ideally for a similar SaaS provider
- Defining and embedding best practices forSupport Desk operations;tickethandling,categorisation,prioritisation,routing,escalation, andclosure
- Driving continuous improvement through metrics, root-causeanalysisandbacklog management
- Optimisingthe use of our tooling suite, ensuring usage and configuration best practice
- Coaching,mentoringand performance managingourTechnical Support Engineers
- Working closely withourProductDevelopment,Documentation &Training and Commercialteams to close feedback loops, improve product quality, and reduce recurrence of issues
- Acting as senior escalation point, owning communications during incidents andmajor issues
- Definingtheinternal trainingand continuouslearningprogramsforthe SupportDesk
- Planning for and executing our roadmap to 24x7 / extended hours support coverage
- Championing a customer-first mindsetandstriving to create aCentre ofExcellence inSupport
- Ensuring the Support Deskremainscompliant with data protection responsibilities and Information Security requirements
- In time, you will play a key role in defining the strategy for the structure, tooling and staffing roadmap for an expanded Support footprint
Our take
UK-based IAM Cloud designs and builds useful software products to solve IT problems for businesses. The company has humble beginnings when it was founded in a garage using the founder’s own test servers. Now, it has one of the largest Microsoft Azure platforms in Europe.
The company has decided to have no external investors. To date, it proves successful. With thousands of customers in over 50 countries, the company is well equipped to deliver its services to customers large or small, wherever they are. Its customers range from Müller to Virgin, the NHS to a leading UK drama school.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Leadership
Adam Cosby
(CEO)Formerly served as Technical Director for IAM Cloud. Experience as an IT Consultant for Salford Software.
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