Overview:

Stampede is a leading provider of innovative software solutions within the hospitality industry. We specialise in delivering seamless technology experiences to our customers, ensuring their operations run smoothly and they are empowered to bring more customers back, more often.  As we continue to expand our offerings and client base, we are seeking a dynamic and experienced Technical Service Desk Manager to join our team and lead our service desk operations within the Hospitality SaaS sector.

Salary: 30-40k (DOE)

Working hours: Monday to Friday, 09:00am to 5:30pm (30 min lunch break)

Address: Stampede, 30 Maritime Street, Unit 4F (The Loft), Leith, City of Edinburgh, EH6 6SE

**Important - Please Read** You must include a cover letter with your application demonstrating you have read and understood the full job description and the research you have done on who we are at Stampede.   As we specialise in software, please highlight what skills and experience you have that are relevant to our job specification.  

Position Overview:

As the Technical Service Desk Manager at Stampede, you will play a critical role in leading a team of service desk technicians, overseeing customer support activities, driving process improvements, and ensuring effective communication and collaboration between internal departments,  third-party IT companies and partners. Your expertise will be instrumental in ensuring the smooth onboarding of new customers, resolving technical issues promptly, and optimising the overall customer experience within the Hospitality SaaS domain.

Key Responsibilities:

1. Team Management:

• Lead and mentor a team of service desk technicians proficient in product knowledge, WiFi/networking technologies, CRM and bug-reporting systems.

• Foster a highly collaborative environment where team members understand the importance of working closely with customers, third-party IT companies and partners to ensure a best-in-class customer experience.

• Provide both technical and welfare support to the service and success team to ensure we look after our team as well as our customers. 

2. Customer Support:

• Coordinate with internal departments, third-party IT companies and partners to facilitate smooth onboarding of new customers and address technical challenges promptly.

• Utilise bug reporting and CRM data to identify trends and patterns, enabling proactive resolution of issues.

• Demonstrate an ability to provide expert 1st and 2nd line support as required.  Especially in scenarios where capacity can be stretched such as product updates, product launches, and training or in complex situations that require specialised support with a high degree of customer-centric problem-solving.  The speed and skill with which these are handled play a critical role in the outcome of customer retention and new business referrals.  

3. Process Improvement:

• Streamline communication processes with third-party IT companies to minimise onboarding delays.

• Collaborate with internal and external stakeholders to optimise onboarding processes and enhance user experience.

4. Training and Development:

• Provide training on effective communication with third-party IT companies and partners.

• Foster a proactive mindset among service desk staff, encouraging them to actively engage with partners to address user issues promptly.

• Develop engaging career roadmaps for the team to provide regular milestones towards personal goals that also synergise with department or company direction.  

• Identify and provide access to training and support required for the team to enjoy their work and set them up for success.

5. Documentation and Knowledge Management:

• Maintain comprehensive documentation of onboarding processes and user issues using bug-reporting software and CRM systems.

• Encourage best practices documentation to improve future experiences and streamline knowledge transfer within the team.

6. Communication and Stakeholder Management:

• Act as a central point of contact for communication between teams and partners, ensuring alignment on objectives and priorities.

• Facilitate regular meetings and updates with partners to ensure clear communication and collaboration.

7. Quality Assurance:

• Implement quality assurance processes to monitor collaboration effectiveness and identify areas for improvement.

• Establish key performance indicators (KPIs) to measure onboarding success and user satisfaction.

8. Vendor and Partner Management:

• Maintain strong relationships with third-party IT companies and partners, fostering open communication and effective problem-solving mechanisms.

• Regularly evaluate the performance of partners and provide feedback to improve collaboration and service delivery.

• Represent the service desk team at company events such as trade shows to network with potential partners and stay updated on industry trends.

9. Compliance and Security:

• Ensure compliance with data protection regulations and security standards when sharing information with third-party IT companies and partners.

• Implement robust security measures to safeguard sensitive data and mitigate cybersecurity threats associated with third-party collaborations.

10. Meeting Management:

• Conduct daily stand-up meetings with the service desk and customer success teams to discuss priorities and address ongoing issues.

• Organise weekly team meetings to review performance metrics, share updates, and address concerns.

• Host and attend management meetings to provide updates on service desk operations, address escalations, and collaborate on strategic initiatives.

Qualifications, Skills and Experience:

• Bachelor's degree in Computer Science, Information Technology, or relevant experience. 

• Cisco CCNA, CompTIA or related networking qualification.

• Proven experience in technical support or IT management roles

• Strong leadership and team management skills.

• Excellent communication and stakeholder management abilities 

• Knowledge of data protection regulations and security standards.

• Analytical mindset with the ability to identify trends and drive process improvements.

• Networking technologies – LAN / WAN and Wireless

• Core internet technologies – Routing and Switching, DNS, DHCP, OSI Model

• Professional-grade WiFi Access Points & their cloud controllers (Ubiquiti UniFi, Ruckus, Cisco Meraki, OpenMesh)

• Infrastructure technology; EC2, S3, RDS, Route 53, IAM, Lambda, API Gateway

• Cloud providers, specifically Amazon Web Services (AWS)

• Knowledge of marketing software; Mailchimp, DotMailer, Facebook, Constant Contact, Zapier, Drift etc.

• Support ticketing software and CRM i.e. ZenDesk, Hubspot, AutoTask etc.

What's in it for you?

Stampede offers a dynamic work environment where you can lead a talented team, drive impactful initiatives, and make a difference in the hospitality industry. We provide competitive compensation, comprehensive benefits, and opportunities for professional growth and development.

• Workplace pension

• Competitive Salary

• A clear career roadmap taking you to the top!

• Premium work PC and equipment from Apple

• 33 total days of holiday per year

• Join a small team, make a big impact 

• Other perks you'd expect at a fast-growing tech company.

If you’re passionate about making a difference and want to help build a world-class software company, drop us your CV and cover letter telling us why you want to be part of our journey!

**Important - Please Read** You must include a cover letter with your application demonstrating you have read and understood the full job description and the research you have done on who we are at Stampede.   As we specialise in software, please highlight what skills and experience you have that are relevant to our job specification.