Head of Product Support

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Head of Product Support

6 Month Fixed Term Contract

Newbury

My client currently requires a Head of Product Support to lead and motivate the Product Support team. You will be a logical and process driven individual, placing customer support and internal communication/visibility at the forefront of the department. A key deliverable is driving support as a differentiator against the client's competitors.

This role requires significant experience managing an IT Support Helpdesk with exposure to delivering application support.

Main areas of responsibility

*Management of the 1st and 2nd Line Support teams and administration to agreed standards and KPIs

*Management of support staff to include recruitment; training; appraisal; development and motivation

*Objectives / task assignment and direction

*Monitoring and reporting of overall progress

*Develop and manage KPIs within the team

*Performance monitoring and management

*Working with the Product Development team to ensure requirements of system supportability are worked into User Stories

*Focus on the development of scalable support

*To proactively drive innovation with new ideas and options made available by new technologies

*Manage and work with external contractors/suppliers as and when needed

*Produce regular reports on specific project tasks, work or KPIs

*Be positioned as the point of escalation for urgent Support enquires and follow through to resolution

Skills and Experience Required:

*Significant experience managing a IT Support Helpdesk with exposure to delivering application support is essential

*Must be proficient in the Windows OS environment and understand PC/Server architecture

*Experience with SQL and database technologies is advantageous

Spring acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Spring Group UK is an Equal Opportunities Employer.

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