This role is to manage, motivate and run a team of 9 people in the Support Department of a privately owned busy, successful software reseller, who work with on premise and cloud ERP, MIS, and CRM software solutions. You will be office based (with some flexibility for home working days); they are located in West Birmingham, handy for the Stourbridge, Bromsgrove and Dudley areas. To £50k.
Over the last few years, the volume of support calls has increased substantially here, as their client base has grown. But the management of the support team has not really developed with this growth. So part of this job is to address that, which will give you the opportunity to organise the team, look at all their workflows, the way the calls are allocated, and make sure that the team are given the development opportunities that they need. You will also be responsible for motivating and mentoring them, driving the customer experience that they give to the client base, ensuring SLA's are met or exceeded, and ensuring they are up to date with the new releases and fully trained up.
This would suit someone who has an application support background with some man management and has been a Support Manager, Support Team Leader, or Service Delivery Manager. The tasks are managing the tickets, allocating work out, understanding the software, managing the flow of the calls and emails, and keeping in touch with customers to ensure they are happy and are getting a high level of service. It is not expected for you to be hands-on - it will be purely a management position, but a background in application support is essential.
A background in application support of business software
Man management / team management
Previous experience as a Service Delivery Manager or Support Manager or Team Leader
Monitor key performance indicators to improve overall customer satisfaction
Coach and mentor the Support Consultants
Motivate, encourage, discipline and drive a small group
Take responsibility for running the team to agreed SLA performance levels
Mentoring and leadership skills
Deal with customer complaints and issues
Self-confident, assertive and approachableIf you have successfully managed and motivated a team covering IT, application software, help desk, technical, service delivery or ERP, CRM, or Field Service solutions, we'd love to hear from you. Contact Jake King or Carolyn MacLurg