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UK IT Support Manager

Department: IT Infrastructure

Location: Cambridge, Cambridgeshire, United Kingdom

About the role

We are looking for a qualified Help desk manager with a strong technical background to join our team. You will be responsible for leading our technical support team to provide excellent customer service and resolve all technical issues. You will be part of the IT Operations leadership team working closely with colleagues spread across our global offices.

As a Help desk manager, you should have a solid technical background combined with customer service experience. A problem-solving attitude with an ability to motivate your team to achieve specific goals are essential skills to perform well in this position.

Ultimately, you should be able to ensure high quality technical support and increase Abcam staff satisfaction.

Role & Responsibilities

  • Manage the help desk team and evaluate performance

  • Ensure customer service is timely and accurate on a daily basis

  • Recruit, train and support help desk engineers/technicians and apprentices

  • Is an escalation point for complex and challenging incidents

  • Establish best practices through the entire technical support process

  • Develop daily, weekly and monthly reports on help desk team’s productivity

  • Working alongside Service delivery managers to improve services

  • Customer satisfaction surveys and generate improvement plans from feedback.

About you

  •  Proven work experience as a Support Manager

  • Hands on experience with ServiceNow or other ITSM platform

  • Solid technical background with an ability to give instructions to a non-technical audience

  • Experience of delivering help desk services in a Microsoft and Oracle environment would be beneficial

  • Customer-service oriented with a problem-solving attitude

  • Excellent written and verbal communications skills

  • Team management skills

  • BSc degree in Computer Science, Information Technology or relevant field is desirable

  • If this sounds like you and you’d like to be a part of a fast paced, growing business with the vision to become the most influential company and best-loved brand in life sciences please apply now! 

About Us

Ever since 1998, when our founder, Jonathan Milner, started selling antibodies from the back of his bike, Abcam has aimed to help scientific researchers make breakthroughs faster.  We now have offices and labs in the UK, the US, China and Japan, and as we continue to grow, we remain ambitious, driven by our customers’ success and their research needs.

It’s our goal to provide a world-standard in protein research tools, technical support and delivery. When you join Abcam, you’ll join a global business with the passion and the vision to become the most influential company, and, best-loved brand in life sciences.

Our culture is our key differentiator. We believe in empowering individuals, with responsibility given at an early stage. The working environment is fun and fast-paced, collaborative and outcome focused, with a strong customer focus. In addition to competitive salaries, we can offer an attractive flexible benefits package which includes share options, a culture focussed on wellbeing and opportunities for growth and development.

You will be joining Abcam at an exciting time of growth and innovation!