Technical Support Manager

Amazing opportunity for a market leading software solutions company based in Manchester.

The Technical Support Manager will be instrumental in implementing BIG change over the coming years whilst simultaneously maintaining our high standard of service for the current version.

You will be responsible for taking on an established team made of Technical and Non-technical staff and transitioning them to our next generation software.

• Providing excellent customer service through professional and timely communication via telephone, email and service portal
• Providing 1st, 2nd and 3rd line application support and problem resolution to clients
• Subject Matter Expertise, projecting high levels of knowledge to our customers and supporting other teams internally with expertise
• Deployment of software (versions, fixes, service packs etc.) onto client systems
• Leading and attending service reviews with customers
• Account Management - understanding the client’s needs, responding to escalations, adapting service provision to meet their needs.

Key responsibilities for the Support Services Manager include:

• Line management of their team, ensuring objectives are set and issues are resolved; staff development is encouraged and supported
• Transitioning the team to new technologies helping to identify and implement new working practices
• Proactively monitoring performance of Support Services and taking action to address any issues
• Leading regular customer review calls
• Maintaining awareness of, and following, company procedures and guidelines, including security, regulatory and quality related matters
• Account Management for specified customer and/or prospect accounts

Availability to start before Christmas