Service Manager - Freshservice

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The company

At Fora, we're fueled by a desire to enhance the way people work. We're here for the progressives, the forward thinkers, the status quo-challengers, the creators and the innovators. With signature hospitality, a like-minded community of members and a re-energising wellness experience, Fora takes the grind out of daily work-life, so members can focus on what's important - working productively, healthily and happily.

Our journey began over 20 years ago, when we opened our first location on London's City Road. Since then, our collection has grown to over 60 distinctive workspaces across London, the UK and Germany, totaling 3.2 million sq ft of real estate. And in the last two decades we've welcomed nearly 30,000 members through our doors and boast market-leading retention rates.

As a trusted workspace provider for teams of all sizes, from established brands to new ventures, our uniquely designed, flexible office spaces come with a range of exceptional on-site amenities and a dedicated Member Experience team to take care of all the day-to-day details. Ocado, The British Fashion Council, BP and Pangaia are just some of the businesses who call a Fora workspace home.

Fora is part of The Office Group, backed by Blackstone and Brockton Capital. We have ambitious plans to expand our collection of workspaces in the future, pioneering industry change through our conscious design and construction practices, and creating workspaces that empower our members to work in their own unique way.

The Role

You will oversee the product strategy, implementation and delivery of our service desk platform, empowering teams across the business to deliver outstanding customer service.

This role is key to driving the adoption and enhancement of the Freshservice platform, ensuring it provides exceptional value for both customers and internal users. Based within the Head Office Technology team, this role provides an opportunity to collaborate closely with teams from several other areas of the business, to acquire in-depth knowledge of different systems and processes, drive system enhancements and increase the platform's role in driving business performance.

Working closely with an existing team of two who are managing the daily operations of the platform. This team works in a highly collaborative environment focused on continuous learning, knowledge sharing, and mutual support.

Key Responsibilities

• Providing product technical support for the Freshservice platform, including troubleshooting and resolving technical issues.
• Diagnosing and troubleshooting problems and identifying solutions to resolve end user issues.
• Representing our customers and collaborating with other internal teams to help design better issue management solutions and processes.
• Documenting knowledge in the form of FAQs and knowledge base articles.
• Maintaining a Product Backlog and having responsibility for prioritising this list of issue management platform requirements.
• Creating and documenting the Internal processes for the platform, including specification of the steps required to pass issues into the relevant support functions.
• Accountability for the ongoing enhancement of the service desk platform processes, including (but not limited to) identifying new opportunities and executing their delivery.
• Managing the proper integration of issue management processes with other organisational processes.
• Responsibility for communicating processes and being accountable for ensuring that they are trained accordingly. Creating and conducting training sessions and providing continuous support.
• Coordinating and communicating all modifications with relevant stakeholders, and monitoring and tracking all changes.

Requirements

• Minimum 5 year's experience working in a Technical Support role.
• Minimum 2 years in any customer facing issue management or troubleshooting role.
• Previous experience and expertise of the Freshworks product set, especially the FreshService ITSM solution is essential.
• Experience in process design, improvement, and management, with a proven ability to define processes, identify improvement opportunities, and manage and implement process changes.
• Excellent communication skills, with extensive experience of managing several stakeholders and collaborating with other departments.
• Proficiency in problem-solving, with strong analytical skills and an ability to identify and resolve issues and implement solutions for process improvement.
• Bachelor's degree or equivalent in Computer Science, Management, Business, or Finance is desirable.

Benefits

At The Office Group, we know that work isn't just about working. We offer all of our employers a fantastic range of benefits, including;

• Flexible working hours
• Hybrid working
• 28 days annual leave
• 2 weeks work from anywhere
• Annual leave purchase scheme
• Healthshield
• LinkedIn learning
• Study support
• 5% Pension scheme
• Life Assurance
• Discounted Gym membership
• Season Ticket Loan
• Cycle to Work Scheme
• 25% Discount at The Office Group Cafes
• Summer and EOY events

• Discounted event spaces