Please note: The candidate must currently reside in the UK & be able to work in the UK without sponsorship.

Were seeking a Manager, Helpdesk to join our Technology team. The Manager, Helpdesk will report directly to the VP, Digital.

What Youll Do: 

You will be accountable for managing our team of Help Desk Analysts, overseeing & improving our Help Desk processes, & working Help Desk tickets directly. This includes improving our ticket triage & troubleshooting. It also requires that you possess strong problem-solving & analytical skills, be a self-starter with a sense of urgency, & possess a deep sense of commitment to supporting your colleagues. 

This role is based out of our London office with the option to occasionally work remotely within the GMT time zone when appropriate for the business. 

• Provide leadership to Help Desk Analysts & cross-functional support teams 
• Monitor ticket queues to ensure appropriate action is taken for each ticket type that adheres to our companys Service Level Agreements (SLAs)
• Triage & assign tickets to Agents as needed in a timely manner to support the companys SLAs; this includes escalation to engineering & other functions across the business. 
• Manage tickets that require supervisory support & own the escalation process through to completion
• Work with leadership to fine-tune protocols for triage, distribution, prioritization, & escalation of tickets within the team to support company SLAs
• Identify & establish cross-training opportunities within Help Desk or between Help Desk & other teams to eliminate information silos & improve the overall efficiency of the Technology organization
• Ability to troubleshoot issues on MacOS, Windows, O365, Google Workspace, Salesforce, Okta, Active Directory, & other Convene business systems
• Work to minimize the impact of unplanned interruptions by developing (RCA) Root Cause Analyses & capturing other information to further assist in the teams drive to automate frequent tasks. 
• Coordinate all escalations to Level 3 Support with appropriate team members & external resources with the ultimate goal of driving tickets to a resolution as quickly as possible.
• Maintain individual & team KPIs while driving issues toward a timely resolution
• Explore new technologies & have fun finding the best tools to solve our challenges & bring efficiency to our team.

What We Look For:

• 3-5 years of experience as Help Desk Analyst
• Experience managing a Help Desk or Customer Support team
• Knowledge of MacOS, PC, Okta, Zendesk, O365, Salesforce, Jira, & Google Workspace
• Excited & compassionate about helping those around you & are committed to consistently delivering timely results, done the right way. 
• Ability to discern when to ask for help, how to escalate to other functions in the business, & how to keep track of tickets with dependencies to ensure they are resolved in a timely manner.
• Have a strong sense of urgency & take pride in resolving issues promptly. 
• Experience in effectively using Confluence & other documentation tools.
• Technically curious & bring that curiosity to everything you do.
• Collaborative, adaptive, & comfortable wearing many hats in a fast-paced environment.

Compensation:

The above job definition information has been designed to indicate the general nature & level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, & qualifications required of employees assigned to this job. Job duties & responsibilities are subject to change based on changing business needs & conditions.

Base Salary:

Salary Min: 40k  Salary Max: 60k

This role is also eligible for Convene's annual incentive performance bonus plan.

This information reflects the anticipated base salary range for this position based on current national data. Minimums & maximums may vary based on location. Individual pay is based on skills, experience & other relevant factors. 

Who We Are:

Convene is a premium hospitality company that designs & operates meeting, event, flexible office, & membership spaces. With a network of 38 locations across nine cities in the U.S. & UK, Convene thoughtfully combines beautiful yet intuitive design, fully-integrated technology services, & a warm & welcoming environment to create a turnkey solution for extraordinary meeting & work experiences. Founded in 2009 with the goal of bringing hospitality & lifestyle into traditional commercial real estate assets, Convene partners with the industrys top landlords to deliver increased value to their assets & premium experiences to their tenants. The company counts Hudsons Bay Company, Ares, & RXR Realty among its investors & has been named one of Americas 100 Most Promising Companies by Forbes & a Best Workplace by magazine, Fortune magazine, & Built In.  Learn more at https://convene.com/  

Were Here For You: 

At Convene, youll receive:

• Generous paid time off, including an extra day off for your birthday
• Participation in our pension scheme with contributions from Convene
• Professional development support
• Wellness subsidy to support your wellbeing
• Savings on bikes & equipment through Convenes Cycle to Work programme
• A chance to be part of a dynamic, growing team
• The opportunity to have a significant impact on your team & the business in the work that you do

Convene is committed to building an inclusive & diverse workforce. We are an Equal Opportunity Employer & welcome people from all backgrounds, experiences, abilities & perspectives.

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