Support Manager

ACS Performance
Reigate, UK
18 Jul 2019
26 Jul 2019
Contract Type
Full Time
Job Title: Support Manager

In this newly created role, the Support Manager (Southern region) will be responsible for the effective delivery of support services for our software products to clients in the south of England & Wales. Working with our clients software products, you will also be involved in activities such as, contract management, client liaison and managing internal processes.

  • Ensuring the process for delivering support services to clients is being followed and that the Support Management System is kept up to date
  • Managing client support contracts on our Project Management system
  • Ensuring customer SLAs are adhered to, concerns are highlighted, and improvements recommended and implemented
  • Managing the support and licence & hosting renewal calendar
  • Managing the support release schedule, liaising with the Test and Release Manager
  • Preparing quotes and proposals
  • Liaising with the Finance department to ensure that contracts are correctly accounted for
  • Forecasting resources for Support contracts
  • Managing the Triage rota and ensuring resources have been allocated and out-of-hours support assigned
  • Preparing monthly support services reports
  • Managing remote access to client systems
  • Ensure that the necessary cover and working arrangements are available to meet customer requirements

  • Experience of building relationships in a customer focused environment
  • To be decisive, tenacious and results-driven
  • To be used to working on complex, technical issues
  • The ability to successfully innovate in a fast-paced environment
  • Confidence in deploying an independent yet structured approach to leading and motivating a very knowledgeable team to achieve results and deliver excellent support to customers
  • To be accountable with excellent analytical and problem-solving abilities and a proactive approach to your work
  • You should have a positive, can do attitude, with the ability to develop strong relationships with internal teams and relate to customers across different levels of the organisation.

ACS are recruiting for a Support Manager. If you feel that you have the skills and experience required in this advertisement to be a Support Manager, please submit your CV including an outline of your experience as a Support Manager. It is always a good idea to include a covering letter outlining your experience as a Support Manager with your application as this will enhance your chances of selection and improve your prospects of landing the Support Manager role you desire.

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