Support Desk Manager

Support Desk Manager - Up to 45k - 1 day office/4 days remote - eCommerce

We're seeking a reliable and organised Support Desk Manager to oversee reactive support activities for a portfolio of approximately 15 clients. The role involves managing client-raised bugs, maintenance tasks, minor site changes, and small upgrades.

Candidates with a background in service desk operations or project management are ideal, as the position requires strong organisational skills, personable client interaction, and confidence in managing client relationships.

The successful candidate will triage incoming tickets, provide first-line support, and escalate issues to development teams as necessary. While not essential, experience with Adobe Commerce is advantageous, with training and certification opportunities available. The role offers scope to manage small projects, conduct audits for new clients, and support server migrations.

This position suits individuals with around three years' experience, including those currently in 1st or 2nd line support roles looking to step up, or project managers interested in transitioning into support management. The role includes budget management responsibilities and uses a Kanban board to organise workload.

Candidates should be trustworthy, detail-oriented, and confident in client-facing situations. Interaction with some smaller clients may be as infrequent as once a month, making the role manageable and varied. The working pattern includes one office day per week (Wednesday), with the remainder remote.

We welcome applicants currently employed, including those with longer notice periods, and offer a clear career path with training and funding towards Adobe certification, progressing towards Head of Support roles.

Skills:
Service desk or project management background
Strong organisational and triage skills
Confident and personable client communication
Experience managing multiple clients (approx. 15)
First-line support experience
Detail-oriented ticket management
Budget management
Ability to manage reactive work (bugs, maintenance, minor upgrades)
Basic technical understanding (Adobe Commerce advantageous)
Experience using Kanban boards or similar workload management tools

Software/Tools:
Kanban board tools (eg Jira, Trello)
Ticketing systems (ITSM tools)
Adobe Commerce (training provided)

Certifications & Standards:
Adobe Commerce certification (training and funding available)
ITIL knowledge advantageous but not essential

InterQuest Group is acting as an employment agency for this vacancy. InterQuest Group is an equal opportunities employer and we welcome applications from all suitably qualified persons regardless of age, disability, gender, religion/belief, race, marriage, civil partnership, pregnancy, maternity, sex or sexual orientation. Please make us aware if you require any reasonable adjustments throughout the recruitment process.