Client/Customer Support Manager

Client Support/Helpdesk Manager SaaS - Platform based Technology Services Chatbotai/AI/ChatGBT Support Incident Management Systems/User Support London Waterloo/Hybrid Working £50-60k salary + benefits package Our client a global technology leader is currently looking for a Client/Customer Support Manager. Reporting to the Head of Operations, the Client Systems Support/Helpdesk Manager to lead and develop the Client Support and Incident Management teams, own the incident management life cycle and drive continual improvements in service quality, performance and customer experience. Responsibilities (key tasks and requirements of the role):- Lead, coach and develop the Helpdesk and customer support teams, ensuring incidents, service requests and technical issues are resolved effectively within agreed service levels Own the end-to-end incident management process, ensuring tickets are accurately prioritised, assigned, escalated and followed through to resolution Monitor ticket queues, backlogs and ageing tickets, driving improvements in response times, resolution performance and customer outcomes Act as Incident Manager during major service disruptions, coordinating teams and suppliers, leading incident calls and ensuring clear, timely customer communications Work closely with Product, Development and IT teams to investigate complex issues, identify root causes and prevent repeat incidents Analyse service metrics including SLA performance, first-contact resolution, ticket ..... full job details .....