Support Manager
SKILLS
FULL DESCRIPTION
Summary
Novotek Solutions is seeking a Support Contracts Manager to join their expanding team. This role is hybrid, offering a mix of office-based and home-based working. The Support Manager will be supporting customer-orientated solutions within the manufacturing and utilities sectors.
- Ownership of the support function, driving initiatives and improvements to maximise customer satisfaction
- Line management duties of Support Team members including employee appraisals
- Identify team training requirements to fulfil customer support agreements
- Management and reporting of KPIs within customer SLAs
- Key decision maker in prioritisation, delegation and escalation of systems support
- Develop the case management system to ensure efficient and effective customer service
- Work with Sales to communicate opportunities arising from support cases and upcoming contract renewals
- Administer out of hours support rotas to ensure adequate Support cover is in place
- Travel and work on customer sites as required
Candidates should possess leadership and managerial qualities, strong customer relationship skills, and a Bachelor’s Degree in a related field with a minimum of five years of IT support experience.
Your Goals & Responsibilities
- Working as a member of the Systems Support team to:
- Ownership of the support function, driving initiatives and improvements to maximise customer satisfaction
- Line management duties of Support Team members including employee appraisals
- Identify team training requirements to fulfil customer support agreements
- Management and reporting of KPIs within customer SLAs
- Key decision maker in prioritisation, delegation and escalation of systems support
- Develop the case management system to ensure efficient and effective customer service
- Work with Sales to communicate opportunities arising from support cases and upcoming contract renewals
- Administer out of hours support rotas to ensure adequate Support cover is in place
- Travel and work on customer sites as required
Relevant Experience
- Leadership and managerial qualities
- Hard working, dynamic, motivated and detail oriented
- Excellent customer relationship and communication skills
- Mature self-starter who can work with minimum supervision
- Team player, flexible, tolerant, and able to learn quickly in a rapidly changing environment
Qualifications
Bachelor’s Degree in science, engineering, technology or related discipline. A minimum of five (5) years’ experience within a hands-on IT support role is essential, with specific experience in the management and support of IT related software and hardware systems being advantageous.
What We Offer
- Flexibility – this hybrid role presents a mix of office-based and home-based working locations
- Competitive salary and incentive scheme
- A place in a team that works together to create shared opportunities and shared success
- Ongoing professional development, including opportunities to develop new technology skills and domain expertise
- Ongoing personal development including opportunities to career options in different roles as Novotek grows