The market for MDM/PIM and related services is valued at $35 Billion per annum, services and software. Comma is named by Gartner as one of the 20 recommended MDM/PIM professional services companies in the world and as such, our services are in demand. Understanding the demand, nurturing the relationship with prospective clients, and delivering an compelling offering requires a large amount of coordination; be that of internal stakeholders, partner organisations or the prospects themselves.

The focus of your role:

The role of the Support Desk Manager is to lead the Comma support desk function providing client support to issues raised across the business ensuring all portal tickets are picked up and responded to in a timely fashion.

You will also be responsible for the provision of internal process documentation and client facing materials in relation to allocated accounts. 

You will be accountable for ensuring the Comma Service Desk delivers for our clients in line with the agreed SLA.

Additionally, you will provide support to Comma employees and consultants including, but not limited to: Setting up & maintaining vendor partner software sandbox environments, establishing remote connectivity to client hosted software environments and installation and maintenance of MDM applications.

You may also be required to perform consultancy activities with Comma’s clients relating to the setup, configuration and maintenance of PIM/MDM applications, from time to time.

What you’ll be doing:

  • Manage the daily health check process
  • Deliver second line support for all tickets raised through the portal ensuring a timely response based on priority and impact
  • Diagnosis of issues and solution development
  • Communicating with key stakeholders regarding changes to operational schedule
  • Responsibility for key areas of support models (including, but not exclusively the following): 
    • System Issues
    • System help/support
    • Minor System Configuration changes
  • Compile and distribute agreed service review documentation in line with client support models

  • Take ownership of tickets raised and manage through the process to resolution
  • Escalate significant issues appropriately through agreed channels
  • Review daily, status of open tickets to ensure all SLAs are met
  • Managing the service desk team
  • Ensure any out of scope tickets are appropriately managed and communicated back to the originator
  • Training and developing of the Comma group support desk
  • Follow up with the client to ensure satisfactory resolutions
  • Build an effective support desk team as Comma expands its support offering
  • Perform configuration, installation and maintenance of internal and external MDM and PIM software environments.

What you’ll bring:

  • Strong interpersonal skills
  • Experience of working with MDM/PIM tools (e.g. Stibo STEP, Orchestra Networks EBX, Riversand MDM Center, Enterworks Enable, Agility Multichannel, Contentserv, Akeneo) 
  • Service desk experience (ITIL qualification desirable)
  • Customer facing role experience


  • Record of managing successful teams
  • Problem Solving and troubleshooting
  • Effective communication
  • Ability to analyse and interpret data

If you have some but not all skills required for this role, don’t worry, we put training for each employee as paramount and can give you the complete skillset. 

If you want to reach out to informally for a conversation, please feel free to contactDan Malins (Resource and People Operations Manager) on Linked In.

What we will offer you: 

  • 30 days annual leave plus bank holidays
  • 3% matched pension
  • Perkbox membership
  • Competitive salary
  • Distributed team with accommodating environment


  • No tie culture
  • Integrated teams with monthly events
  • Company away days
  • Accelerated career progression
  • Strong opportunities for formal development
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Comma Group is a leading internationally recognised and Award-Winning Data Management company that delivers a truly standout approach to data and information management.