Who we are: Were a Leeds-based tech company developing software for intellectual property (IP) professionals across the globe. In human terms: were a friendly team of intelligent, techy, creative and supportive people. We believe having fun is key to our wellbeing and our ability to produce high quality work. Our office is a relaxed space with a pool table, table tennis, games console and a bar. What we do: We develop IP management software for law firms and corporates around the world. Our system, Equinox, helps IP professionals seamlessly manage the protection of their intellectual property portfolio. We may be a tech company, but were actually all about people. Our focus is to develop powerful software that genuinely helps our clients every time they log in. Our product roadmap is driven by key optimisation opportunities that save our clients time and reduce the risk of human error, while providing all the tools and services they need to stay ahead of their competition. As part of the Questel group, one of the worlds leading providers of intellectual property solutions, were jointly committed to creating a supportive and fair business. Our software and services are designed to help our subscribers succeed. About you: For the role of Helpdesk Manager, were looking for someone with a curious mindset, a proactive approach and is able to demonstrate the following skills: Experience of working within an IT helpdesk or support role Excellent communication and people skills Ability to develop and motive team members Are you wondering what life at an informal, agile tech company might be like? Come and join a team where everyone can be themselves and feel empowered by what they do. What youll be doing: You will be managing the Helpdesk team, made up of technical solution finders who support our clients. Your role will include: Responsible for the day to day oversight and management of the Helpdesk team Support the Helpdesk team in resolving client tickets Act as escalation point for client queries Key point of contact internally for Helpdesk team Ensure Helpdesk SLAs are met Manage workload of Helpdesk team Provide reporting information and metrics on Helpdesk performance, and identify areas for improvement Work with leadership to implement and improve helpdesk processes and procedures Complete 1-2-1s and reviews with Helpdesk team members The salary for this role is £30,000 to £35,000 per year, depending on experience. How well support you: Flexible working hours, hybrid office/home working 25 days annual leave that increases with length of service Company pension contribution, regular salary reviews plus training and development opportunities Health and wellbeing support including health cash plan, employee assistance counselling and a monthly wellbeing lottery Financial support for feel-good activities like gym memberships, arts & craft courses, dance lessons and more Tech scheme to help you save money on tech and spread the cost Cycle scheme, bike storage & showers, plus free onsite parking & good public transport links Regular company socials Job Types: Full-time, Permanent Salary: £30,000.00-£35,000.00 per year Benefits: Additional leave Casual dress Company events Company pension Cycle to work scheme Employee discount Enhanced maternity leave Free parking Health & wellbeing programme On-site parking Private medical insurance Store discount Work from home