Helpdesk Lead, Reuters Operations Strategy

Position Overview

The Helpdesk Lead has a key leadership role and is responsible for managing our customer service operations. This position oversees a team of support professionals, ensuring high-quality assistance for our products and services. The ideal candidate will excel in team leadership, process optimization, and customer satisfaction strategies. 

We seek an experienced professional with a background in customer service management, preferably in a technical, editorial, or publishing environment. The successful candidate will be instrumental in maintaining service level agreements, improving customer retention, and upholding the Thomson Reuters brand values through exceptional support leadership.

About the Role
In this opportunity as Helpdesk Lead, you will:

Lead and develop the helpdesk team, including selecting, training, and evaluating personnel to ensure efficient operations.

Establish and implement helpdesk procedures and best practices.

Manage high-severity incidents and coordinate communication for critical issues and act as a liaison between customers and the stakeholders, ensuring seamless communication and problem resolution.

Handle escalated complaints and expedite service and repairs to maintain customer satisfaction and manage the overall customer service experience to support customer retention and enhance Thomson Reuters brand values.

Monitor and ensure service quality targets are met in accordance with agreed Service Level Agreements (SLAs).

Implement proactive service initiatives based on identified service and customer trends and collaborate with resolution teams to address major, elusive, or recurring issues affecting customer satisfaction.

Work cross-functionally to develop and implement performance improvement programs and provide comprehensive quality analysis and reporting to leadership, highlighting key performance drivers.

About You
You're a fit for the role of Helpdesk Lead if your background includes:

Bachelor’s degree required with equivalent work experience; Computer Science, Information Technology, Journalism and/or Mass Communication is a plus.

5+ years of experience in customer service management, preferably in an editorial or publishing environment.

Fluency in English speaking, reading, and writing; additional language skills beyond English are a plus.

Good understanding of the customer, customer needs, and priorities.

Communicates information clearly, asks questions, and checks for understanding, with strong analytical and problem-solving skills.

Familiar with CRM tools, Outlook, Office 365, and Power BI; Knowledge of editorial processes and products is a plus.

Amenable to working any shift schedule (Morning, Mid shift, and Night shift).

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What’s in it For You?

Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected.

Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.

Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.

Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.

Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.

Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.

Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.

About Us

Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news.

We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments. At a time when objectivity, accuracy, fairness, and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.

As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace.

We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law. More information on requesting an accommodation here.

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More information about Thomson Reuters can be found on thomsonreuters.com.