Service Desk Manager at Blenheim Chalcot

Blenheim Chalcot is seeking a Service Desk Manager to join Fospha, its portfolio MarTech business. Fospha is a marketing measurement platform for eCommerce brands. The ideal candidate will play a crucial role in ensuring customers receive timely and effective support for the Fospha product. This individual will take ownership of the end-to-end support process and work cross-functionally with teams from Customer Success through to Product and Engineering.

Responsibilities include:

• Managing incoming support requests via JIRA, surfacing information in Notion.
• Triaging and prioritizing issues, assigning them appropriately.
• Providing first-line support and escalating complex problems.
• Tracking issue resolution and keeping customers informed.
• Maintaining service desk documentation in Notion.
• Identifying trends and patterns in support requests.
• Contributing to service improvement using ITIL-based processes.

Requirements:

• Excellent communication skills for technical and non-technical audiences.
• Customer-centric approach with a passion for service.
• Strong problem-solving skills using ITIL techniques.
• Organized and detail-oriented with the ability to manage multiple tasks.
• Proficiency with JIRA and Notion.

Fospha offers:

• Competitive Salary + OTE
• Pension scheme
• Private healthcare
• Work perks scheme and discounts
• Fospha L&D activities
• Structured training and leadership development programs as part of Blenheim Chalcot
• Regular all-company social events throughout year