Global Support Service Director

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Global Support Service DirectorSurrey£60,000-£80,000 + benefits I am working alongside my Microsoft Gold Partner client who, due to continuous and exciting growth and investment, are looking to add a talented and experienced Global Support Service Director.This organisation provide high tech and innovative cloud based intranet solutions solutions to their clients across multiple and diverse industries. With this, no project will be the same and you will develop an extensive portfolio of client based experience whilst supporting your team of existing Support Engineers.This organisation provide a range of solutions based on various cloud based technologies and due to an increase in exciting projects and rapid growth, they are looking to add to their team across multiple levels and roles.Within this specific role, you will lead the support service provided to the companies growing client base. You will work with regional support team leaders and will be responsible for implementing and monitoring robust practises across the service. You will be a technology enthusiast with a proven track record in IT Support and with people leadership experience in managing technology. You will be in the forefront of the technology with interactions

across the full spectrum of the product delivery and operations team. You will be

surrounded by people that are insatiably curious and always learning, obsessed about

the companies customers, and who believe that world class support is critical to customer success.Main Responsibilities Oversight for day-to-day running of front line and escalation support teamDeveloping and executing an overall support team strategyHiring and mentoring programs across teams and overall support teamsInput to capacity planning and managementEnsure appropriate systems and processes are in place for customer service representatives to interact with customersIdentify and implement training of Support Team resourcesAssist the support team with troubleshooting issuesIdentify opportunities to increase customer satisfaction, process improvement, cost-saving and efficiencyEssential skillsMinimum 5 years experience of direct people leadership in managing technology10 + years in IT support Proven track of successfully leading large teams across sitesStrong support delivery experience, knowledge and understandingAbility to create effective relationships and to collaborate cross-team at all organisational levels Personal skills and attributesProactive, enthusiastic and motivatedTechnically minded and hands onAttention to detail Excellent written and verbal communication skillsDue to Support being a global service, there may be occasions where you need to be available during non-standard hours or extended hours. However, a degree of flexible working is in place for such occurrences.To find out more information and to register your interest in this position, please forward your CV directly to [email protected] or alternatively, please call my direct line on 0191 5000036 to find out more.