Helpdesk Manager

Join a company that’s taking the RegTech industry by storm!

We are seeking tech-savvy, service-focused Helpdesk Manager to join a close-knit Relationship Management Team on a full-time, permanent basis and in return, you will receive a competitive salary of £40,000 per annum plus benefits.

About us:

Ruleguard is a fast-growing technology company serving the financial sector compliance market. As a leading firm within the innovative "RegTech" sector we delight in creating cutting-edge business software to make it as easy as possible for banks, brokers, and investment firms to comply with regulation.

Benefits we offer:

• 25 days of annual leave increasing by 1 day each year up to 30 days
• Employer pension scheme
• Private Health Insurance
• Medical Cash Plan
• Income Protection
• Life Assurance
• Gym/fitness benefits
• Flexible working
• Home workspace equipment allowance
• Wellbeing and social events

The Helpdesk Manager role:

As a Helpdesk Manager, you will passionately ensure that our clients have an outstanding experience of our software and services.

You will be the cheerful voice of our application support helpdesk, resolving client queries yourself where possible and coordinating more advanced responses from friendly and collaborative colleagues.

Responsibilities of our Helpdesk Manager include:

• Being the first responder to incoming helpdesk queries
• Building great relationships with our application users
• Becoming a power-user in all areas of our software to effectively advise our users
• Delighting customers with the speed and effectiveness of helpdesk responses
• Always presenting a cheerful and helpful helpdesk persona
• Excellent email, phone, and video manner
• Dealing with application usage queries
• Conducting customer training
• Creating customer help documentation & user guides
• Creating customer help video tutorials (e.g. with Loom)
• Routing and coordinating more advanced responses to customer queries
• Working with Product, Technical and Sales Teams for a joined-up service

What we are looking for in our Helpdesk Manager:

• A strong track record of 3+ years working in support for an enterprise software platform
• Broad general knowledge of software and business systems
• Knowledge of customer service practices
• Experience with helpdesk management tools
• Ability to explain technical concepts to less technical people
• Ability to train customers in use of a software product by demonstration
• Production of high-quality written materials
• Technical aptitude and the ability to rapidly learn new software
• Freshdesk helpdesk software, or similar
• Dropbox for Business administration, or similar
• Power user of Word and PowerPoint
• Video / screen recorder tools, such as Loom
• Excellent written and verbal communication skills
• Excellent customer service and communication skills

If you are looking for a new challenge, please click apply now to be considered as our Helpdesk Manager – we’d love to hear from you!

Application process: We try to make the whole process as smooth as possible. You will have an initial telephone interview followed by two formal interview stages.