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Support Manager
Premium Job From Nigel Frank International
Recruiter: Nigel Frank International
Listed on: 8th July
Location: Surrey
Salary Notes: Negotiable
Type: Permanent
Start Date:
Reference: 08/07/2019/PMOMG_1562575141_expired
Contact Name: Matthew Graham

This job has now expired please search on the home page to find live IT Jobs.

Support Manager

A 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 job

  • 3 years+ leading an IT Support Team
  • 5 years+ working within an IT Support Service
  • Experience of working with ServiceNow (SNOW) or equivalent support system
  • A good working knowledge of Microsoft Azure Infrastructure Services including hands-on administration
  • A working knowledge of Office 365 and experience administering SharePoint Online
  • A deep understanding of Microsoft IIS and web hosting technologies
  • Exposure to or understanding of ISO27001 and/or SOC Type 2 compliance
  • Native in spoken and written English language

Main responsibilities

  • Oversee all aspects of the customer service experience to troubleshoot processes and procedures and make improvements of customer service quality
  • Ensuring appropriate systems and processes are in place for customer service representatives to interact with customers
  • Identify and implement training of Support Team resources to ensure an exemplary level of customer service is provided to all customers
  • Ownership of P1 incidents and associated communications including RCA creation
  • Assisting 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 efficiency
  • Responsible for the line management of the Support Team including recruitment and retention, as well as accurate and regular reports
  • Manage issues with the Support Team members through assessment and subsequent corrective action protocol
  • Reporting on key service metrics, project milestone and progress
  • Representing the Support Service in client meetings where appropriate
  • Point 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!