1st Line Support Manager

£30000 - £35000 per annum
20 Dec 2016
17 Jan 2017
Recruitment Genius Ltd
Contract Type
Full Time
This dynamic company are a rapidly growing supplier of cutting edge software to leading food manufacturing businesses. Over the last decade this company have seen significant growth and now have a number of new positions available; they are currently looking for a 1st Line Support Manager to join their highly innovative team. Their unique approach means that they are now building a dynamic team, capable of supporting their application at 1st contact, to ensure the highest level of customer satisfaction.

As a 1st Line Support Manager you will have the exciting opportunity to build a support operation from scratch, applying your experiences to deliver excellent customer support. This role will be pivotal within the business, and will be supported by the development of bespoke software and systems, dedicated resource and cross department support. The goal of which is to ultimately resolve requests at first line, establish process KPI's, meet SLA's and push for self-sufficiency within the client base.

The role will require a balance of management, business, trouble-shooting and technical skills.


- Work with the management team to establish standard business procedures and set up department processes.
- Ensure SLAs are achieved and that procedures and checklists are maintained.
- Develop and manage a new\small team of First Line Support Analysts.
- Deliver professional 1st line client and product support remotely via phone, email and online communications.
- Investigate and prioritise requests for support, raised by users.
- Investigate root cause and impact of incidents and escalate to 2nd and 3rd line support and management where appropriate.
- Ensure all investigations and work undertaken is logged in a timely and comprehensive manner.
- Manage and develop support documentation (both internal and client facing) e.g. Wiki, user guides, help text, video tutorials, webinars etc.
- Monitor progress of requests for support and ensure users and other interested parties are kept informed.
- Participate in the planning and implementation of software and configuration changes to the live environment.
- Work alongside project teams (business analysts, developers and quality teams) during the agile development process.

Qualifications and Experience

- Experience in supporting Web based applications working within a 1st/2nd line support role within a software development environment.
- Experience of implementing knowledge sharing and help desk best practices
- Experience of managing a support team.
- Awareness of the agile development process.
- Experience in supporting Web based applications working within a 1st/2nd line support role.
- Ability to deal with both technical and non-technical staff and all levels of management.
- Excellent organisational, interpersonal skills.
- An all-round great communicator.

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