Support Manager

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Support ManagerA client of Nigel Frank is currently going through a lot of change and growth, because of this they're looking to expand their business. They're currently looking for a Support Manager who, has experience leading an IT Support Team.As a Support Manager you will spearhead and be responsible for the support service provided to the growing global client base. Working with the regional support team leads you will be responsible for implementing and monitoring best practices across the service. You will mentor and work closely with both the team leads and engineers to strive for continuous improvement and enhancement. You must aim to provide an exemplary level of customer service.Knowledge, skills and experience needed for the job3 years+ leading an IT Support Team5 years+ working within an IT Support ServiceExperience of working with ServiceNow (SNOW) or equivalent support systemA good working knowledge of Microsoft Azure Infrastructure Services including hands-on administrationA working knowledge of Office 365 and experience administering SharePoint OnlineA deep understanding of Microsoft IIS and web hosting technologiesExposure to or understanding of ISO27001 and/or SOC Type 2 complianceNative in spoken and written English languageMain responsibilitiesOversee all aspects of the customer service experience to troubleshoot processes and procedures and make improvements of customer service qualityEnsuring appropriate systems and processes are in place for customer service representatives to interact with customersIdentify and implement training of Support Team resources to ensure an exemplary level of customer service is provided to all customersOwnership of P1 incidents and associated communications including RCA creationAssisting the Support Team with troubleshooting priority issues and co-ordinating efforts with the other core business teams.Identify opportunities for increasing client satisfaction, process improvement, cost-saving and efficiencyResponsible for the line management of the Support Team including recruitment and retention, as well as accurate and regular reportsManage issues with the Support Team members through assessment and subsequent corrective action protocolReporting on key service metrics, project milestone and progressRepresenting the Support Service in client meetings where appropriatePoint of contact for internal escalations regarding Support This is a brief description of the role, for the full information, simply apply and I will call you to discuss further details.This is an exclusive client to Nigel Frank International. My client is looking to begin the interview process ASAP, so make sure you don't miss out and APPLY NOW!