Posted 1h ago•Remote - UK
Support Desk Manager (Customer Support & Internal IT)
InternRemoteSalary undisclosed
Job Description
Being employee owned shapes how we work. Decisions are long-term, the culture is collaborative, and the people who build the company share in its success. We have leaned deliberately into AI and agentic workflows across the business as a core part of how a focused team competes with companies ten times our size. We are fully remote with employees in the UK, Ireland, Spain, Germany and Argentina and have been remote for years, as a deliberate choice about how good work gets done.
Reporting to the CIO, you will own, lead and grow the IAM Cloud Support Desk - the front line of contact for customer product support, and in time, for our internal IT also. You’ll be responsible for the oversight of all Desk operations and ensuring efficient, professional and consistent resolution of incoming incidents, issues and queries. You’ll bring demonstrable leadership experience, having led and grown comparable teams, ideally for a similar SaaS provider.
Initially, you’ll be focused on our existing Customer Support desk, handling incoming customer contact.
Responsibilities include:<
Introduction
IAM Cloud builds software that simplifies IT management in the cloud. We are a fully employee owned, bootstrapped company - which means we answer to our customers and our team, not investors. With around 35 employees, we serve more than 3,000 organisations worldwide.Being employee owned shapes how we work. Decisions are long-term, the culture is collaborative, and the people who build the company share in its success. We have leaned deliberately into AI and agentic workflows across the business as a core part of how a focused team competes with companies ten times our size. We are fully remote with employees in the UK, Ireland, Spain, Germany and Argentina and have been remote for years, as a deliberate choice about how good work gets done.
About the role
Role OverviewReporting to the CIO, you will own, lead and grow the IAM Cloud Support Desk - the front line of contact for customer product support, and in time, for our internal IT also. You’ll be responsible for the oversight of all Desk operations and ensuring efficient, professional and consistent resolution of incoming incidents, issues and queries. You’ll bring demonstrable leadership experience, having led and grown comparable teams, ideally for a similar SaaS provider.
Initially, you’ll be focused on our existing Customer Support desk, handling incoming customer contact.
Responsibilities include:<
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