IAM Cloud

Customer Support

• Own, lead, and grow the IAM Cloud Support Desk
• Oversee Desk operations and ensure efficient, professional, and consistent resolution of incidents, issues, and queries
• Define and embed Support Desk best practices for ticket handling, categorisation, prioritisation, routing, escalation, and closure
• Drive functional performance through metrics, root-cause analysis, and backlog management
• Foster continuous learning through documentation, runbooks, and training
• Optimise support tooling and ensure best-practice usage and configuration
• Coach, mentor, and performance-manage Technical Support Engineers
• Work with internal teams to improve product quality and reduce recurring issues
• Act as senior escalation point and own communications during incidents and major issues
• Champion a customer-first mindset and build a Centre of Excellence in Support
• Ensure compliance with data protection and Information Security requirements
• Within six months, manage the internal IT function and provide technical accountability for the IT estate
• Deliver and manage the end-user computing estate, including corporate devices and applications throughout their lifecycle
• Administer Microsoft 365 securely and in line with Microsoft best practice
• Own endpoint and remote-management capabilities, including policies, configuration standards, patching controls, and monitoring
• Maintain IT asset and software-management controls and accurate lifecycle records
• Support security of end-user computing and Microsoft 365 environments, including endpoint protection, monitoring, and incident remediation
• Report to the CIO

Support Desk Manager – Customer Support, Internal IT

Full-stack Engineer

• Design, develop, test, and maintain high-quality software throughout the full development lifecycle
• Solve complex technical and architectural challenges using sound engineering principles
• Contribute to API, backend, and cloud platform development using modern Microsoft technologies
• Collaborate with product, engineering, and leadership teams to deliver strategic initiatives
• Analyse, diagnose, and resolve difficult production and performance issues
• Apply clean code, object-oriented design, and software engineering best practices
• Support technical decision-making, code reviews, and knowledge sharing across the team
• Leverage AI tools appropriately while maintaining quality and ownership
• Identify opportunities to improve systems, processes, scalability, and reliability
• Shape architecture and improve platform capabilities
• Support future initiatives involving distributed systems, AI-enabled functionality, search technologies, and large-scale APIs

Support Desk Manager – Customer Support, Internal IT

Senior Software Engineer