Manager, Helpdesk at Convene

At Convene, we are redefining the intersection of hospitality and commercial real estate. As the largest provider of dedicated meeting and event venues across the U.S. and U.K., we operate 37 locations that transform traditional office spaces into premium, lifestyle-focused environments. With a history spanning over four decades, our team is backed by industry leaders like Ares and RXR Realty and has been recognized by Forbes and Fortune for our commitment to excellence. We are looking for a dedicated professional to join our Technology team and help us maintain the seamless digital experiences that keep our global operations running smoothly.

The opportunity

We are seeking a Manager, Helpdesk to lead our support efforts and report directly to our VP of Digital. In this role, you will be the heartbeat of our technical support operations, balancing high-level team leadership with hands-on troubleshooting. You will be responsible for refining our internal processes, ensuring our service level agreements are met, and fostering a culture of efficiency and technical curiosity. This is a hybrid position based out of our London office, and you must currently reside in the U.K. with the legal right to work here without sponsorship.

A day in the life

• You will provide direct leadership to our Help Desk Analysts, monitoring ticket queues to ensure every issue is triaged, assigned, and resolved in alignment with our service standards.
• You will act as the primary point of escalation for complex technical issues, coordinating with engineering teams and external resources to minimize downtime and drive root cause analysis.
• You will actively optimize our technical ecosystem by managing systems like MacOS, Windows, O365, Google Workspace, Salesforce, Okta, Zendesk, Jira, and Confluence to ensure our staff has the tools they need to succeed.

Who you are

You are a seasoned professional with 3 to 5 years of experience as a Help Desk Analyst and a proven background in managing support teams. You possess a deep technical curiosity and are comfortable navigating a wide range of platforms, including Active Directory and various business systems. Beyond your technical expertise, you are a compassionate leader who takes pride in helping colleagues and resolving problems with a strong sense of urgency. You communicate effectively in English and are comfortable working in a fast-paced, collaborative environment where you can wear many hats to get the job done.

Why you'll love it here

We believe in supporting our people both inside and outside of the office. By joining our team, you will enjoy a variety of benefits designed to help you grow and thrive:

• A hybrid work model that offers flexibility.
• Generous paid time off, including a special day off to celebrate your birthday.
• Dedicated professional development support to help you advance your career.
• Access to a pension scheme with company contributions.
• A wellness subsidy to prioritize your personal health.
• Savings through our Cycle to Work programme.