Service Support Manager

Location
Leeds
Salary
£40000 - £45000 per annum
Posted
30 Apr 2018
Closes
28 May 2018
Ref
00082029
Contact
Recruitment Genius Ltd
Function
IT
Contract Type
Permanent
Hours
Full Time
An exciting fast growing business delivering EPOS and self-service technology to pubs and bars internationally is seeking a highly driven Service Support Manager to join the team to ensure we continue to provide first class support to our customers as we grow.

This will be a senior role, reporting to the board, and you will have the opportunity to shape the support function of the company.

You will be responsible for:

- Overall oversight and accountability for support tickets raised via multiple channels, including WhatsApp messenger, in-app messenger, email, and phone
- Direct handling of first line support tickets, as well as overseeing handling by the support team, ensuring support SLAs are adhered to
- Taking on and improving support processes to ensure a fast turn of tickets and continuous process of improvement
- Coordinating resolution of tickets involving input from team members both within and outside of the support team
- Ensuring any customer concerns, issues or complaints are handled with utmost priority, escalating where necessary
- Managing the documentation of root causes of issues and ensuring steps are taking to avoid, mitigate or improve handling of future occurrences
- Inputting to and overseeing the creation of a knowledge base of helpdesk support flows to resolve common issues
- Reviewing and putting into practice new tools that become available to improve support, such as artificial intelligence tools

The following skills and experience are required:

- Highly motivated and driven to succeed
- Good customer service skills and ability to communicate well with people at all levels of a business
- Proactive mindset with the ability to work under minimum supervision
- Knowledge of Service Support disciplines (ITIL certificated an advantage)
- Good problem solving and troubleshooting skills
- Previous experience supporting IT systems

In return you will receive:

- An exciting and varied role within a small, fast-growing business
- Opportunity to build and lead the entire support function of the business
- £40k - £45k salary
- Opportunity to join equity incentive scheme after 1 years service, providing the potential for attractive long-term returns
- 5 weeks paid holiday
- Company pension
- Flexible working hours

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