Helpdesk Manager

Gaming

Welcome to the world of land-based gaming. At Light & Wonder its all about the games and our Gaming team builds cutting-edge technology products and content for the most iconic casinos and operators across the globe.

At Light & Wonder we build new worlds of play. Our drive to become the leading cross-platform global game company comes from our collaborative team of innovators and creators and the passion we share to excite our players and customers by creating the worlds best game experiences. Light & Wonder is committed to the highest standards of integrity from promoting player responsibility to implementing sustainable practices.

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The Helpdesk Team Leader is responsible for overseeing the activities of the helpdesk team to ensure excellent customer service and support. This role involves managing team performance providing technical support and collaborating with other departments to enhance customer experience. The successful candidate will

• Supervise the helpdesk team to ensure they deliver excellent customer service and support.
• Provide specific directions to team members to meet customer needs.
• Create and manage intra and inter-team work processes to boost productivity and communication.
• Administer effective frontline desk assistance to customers for complex inquiries.
• Implement a central problem management route for handling queries and complaints.
• Mentor and coach junior members of the helpdesk team assigning tasks and evaluating their performance.
• Collaborate with business managers to brainstorm ideas and strategies to enhance customer experience.
• Report all activities and observations to the Head of Delivery and assist in finding resolutions to outstanding issues.
• Point of contact for escalations from the Helpdesk team.

Excellent management and planning skills.

Excellent written and verbal communication skills.

Ability to prioritise work to meet project deadlines.

Ability to provide support when needed in a positive manner and build strong working relationships.

Ability to work on own initiative with minimal supervision to deliver high quality work in a timely manner.

Results driven with great attention to detail and problem solving and analytical skills.

Ability to prioritize and execute tasks in a high-pressure environment.

Good understanding of a helpdesk / call centre environment.

Ability to identify problems and communicate them effectively.

Experience in project planning tracking coordinating and reporting.

Previous team leading experience is preferable.

A self-motivated team player with a can do attitude.

Flexible attitude and willingness to learn new tools and adjust to new requirements.

Passion for quality growth and driving improvements.

Accountability and pro-activeness.

Competitive salary and performance bonus

5% employer pension contributions

33 days holiday (inc. Bank Holidays)

Paid leave to work on charitable projects

Access to Reward Hub a reward platform offering shopping and lifestyle discounts / cashback

Employee Assistance Programme Training support and career development Cycle to work scheme

Manager

• Computer Hardware
• Mac Os
• Active Directory
• VMware
• Connect Wise
• HP Service Manager
• Microsoft Windows Server
• Mobile Devices
• Windows
• Help Desk
• Operating Systems
• Remedy

Employment Type:

Full-Time

Experience:

years

Vacancy: 1