Service Desk Manager

iProov is the world leader in face biometric verification. We establish trust in remote users and deliver effortless, customer centric, device independent authentication tied to trusted ID credentials.  We are on a mission to make the Internet a safer place for businesses and consumers.

Our unique facial biometric technology allows banks, governments, healthcare and travel providers to verify customer identity online and provide simple access to secure services.  In 2020 we were recognised as a Gartner Cool Vendor and as the 5th fastest growing technology company in the UK by Deloitte. We work with leading customers & partners across a number of industry sectors worldwide – organisations using our technology include the US Department of Homeland Security, the UK Home Office, the NHS, Eurostar, the Australian government, the Singapore government, ING and many more.

Our flagship Genuine Presence Assurance technology continues to solidify its global market leadership, with verifications growing at a consistent rate of 25% per month worldwide.  This has been driven by demand from organizations needing to verify the identity of online users to prevent fraud. iProov’s patented technology assures the genuine presence of an online user to ensure they are the right person, a real person, and authenticating right now.

Diversity at iProov is about reflecting the customers we serve, holding the principles of equality and inclusion at the heart of everything we do and all that we stand for, embracing differences, creating possibilities, and growing together.  We aim to foster a culture where individuals of all backgrounds feel confident in bringing their whole selves to work, feel included and their talents are nurtured, empowering them to contribute fully to our purpose.

The Role:

iProov is embarking on the next stage of its exciting and ambitious growth plan.

As such there is the need for the right person, with a passion for solving problems, providing excellent service, and collaborating across teams, to join our growing Customer Success team as an Service Desk Manager.  This role is not just a managerial position but also a customer and partner facing role with the aim of providing meaningful responses to queries, in a timely fashion, driving satisfaction while protecting the reputation of the business.

You will need the ability to communicate effectively with a wide range of external and internal stakeholders with a keen eye for detail and problem solving to triage, diagnose, and troubleshoot problems that arise.   In doing so, you will have the opportunity to improve customers and partners’ understanding of our products as well as influence future developments based on escalations to our product development teams.

Role & Responsibilities:

  • Manage the global team of technical support analysts and engineers
  • Responsible for the creation and maintenance of an ITIL based global technical support operation
  • Provide 2nd line application support to all tickets escalated from 1st line: diagnosing, troubleshooting, resolution of tickets, escalations to 3rd line support where necessary
  • Focus on addressing and resolving as many tickets as possible before escalating to 3rd line support
  • Focus on providing a world class technical support and maintaining the highest levels of satisfaction
  • Engage with customers in escalation meetings and calls, participate in incident bridges and coordinate all ticket communication between the customer and iProov technical teams

Technical skills:

We are not expecting you to have experience in all the below skills, however a level of understanding in as many as possible will be desirable:

  • HTTP, TLS, Oauth, REST APIs and tools like Postman
  • iOS (Swift, Xcode, Cocoapods, Carthage)
  • Android (Java, Android Studio)
  • Xamarin (Visual Studio, Xamarin.iOS, Xamarin.Android, Xamarin.Forms)
  • NoSQL databases
  • JS, CSS and browser dev tools
  • Networking and DNS

Desirable Traits:

  • Confidence in communicating with numerous developers and technical resources over the phone and via email
  • Excellent customer communication skills
  • Ability to wow the customer
  • Ability to manage a team
  • Stakeholder management
  • Prior service desk process experience based on ITIL
  • Thrives working in a high-pressure environment
  • Attention to detail
  • cross functional coordination with backend teams
  • Ability to prioritise tasks
  • Great team player in a cross functional environment
  • Capable to work independently and handle ticket volumes accordingly
  • Can do and learn attitude, eagerness to learn and make an impact

Company Benefits 

  • 25 days Annual Leave, plus 8 Bank Holidays
  • Vitality Health insurance
  • Pension
  • Flexible working
  • Free Barista Coffee/Tea, biscuits and fruit in the office
  • Free access to WeWork discounts and free online well-being sessions
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