Senior Helpdesk Manager
Hargreaves Lansdown
4d ago

Our mission is to 'help people save and invest with confidence'. We are looking for great people to join us, so please come and invest in YOUR future at HL.

Responsibility for the operational effectiveness and delivery of service excellence from the core HL helpdesks. Our helpdesks are a service differentiator and a source of competitive advantage for Hargreaves Lansdown.

The Senior Helpdesk Manager must promote a performance and accountability culture. Ensure helpdesk teams - and individuals- are continually improving.

The successful candidate will be a 'people person' able to effectively engage a large team with multiple management layers.

Ensure (c.250) front line colleagues are trained, engaged and empowered to deliver excellent service and good client outcomes.

As third line Manager, oversee and support Managers who are in turn responsible for Team Leaders. Ensure key communications and strategy are cascaded through the team effectively.

Contribute to defining future vision of helpdesk functions.

Accountable for performance of team output measured against departmental KPIs which inform company strategic KPIs. Communicate performance, identify trends, design and implement action plans to continually improve performance.

Responsibility for managing risk across the core helpdesk function and ensuring effective controls are in place

Continually increase efficiency of helpdesk, reducing cost to serve.

Identify and exploit opportunities to add demonstrable value, through NNB increase


  • Performance-related annual bonus scheme
  • 25* days holiday, plus 8 bank holidays, plus additional Christmas closure time
  • Option to purchase up to an additional 5 days holiday each year
  • Pension scheme - up to 19% contribution
  • Flexible working options available
  • Enhanced parental leave benefits
  • Variety of travel to work schemes, including season ticket loans
  • Bike storage and shower facilities
  • Employee assistance programme
  • Annual events, activities and sports groups
  • Dress down Fridays
  • Free fruit Wednesdays
  • We know that sometimes the 'perfect candidate' doesn't exist, and that people can be put off applying for a job if they don't tick every box.

    If you're excited about working for us, and have most of the skills or experience we're looking for, please go ahead and apply.

    You could be just what we need!

    Hargreaves Lansdown is an inclusive employer that values diversity in its workforce. We encourage applications from all individuals without regard to race, religion, gender, sexual orientation, national origin, disability or age.

    This role may also be available on a flexible working or part time basis please ask the Talent Acquisition team for more information.

    Please note, we are unable to provide employment sponsorship to candidates.

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