Support Manager
4 weeks ago
Are you ready to take ownership of a critical support function in a dynamic and innovative environment? Our client is seeking an experienced Support Manager to lead their support operations, ensuring top-tier service for customers and driving efficiency across their smart wastewater solutions.
This role involves managing the execution of ITIL-based service operations, with a focus on improving processes, meeting SLAs, and supporting the introduction of new services.
Key Responsibilities:
- Lead and mentor the support team to deliver high-quality service.
- Oversee ITIL operations such as Service Desk, Incident Management, and Event Management.
- Define requirements for accepting new product deliveries into support.
- Monitor and report on the effectiveness of support services in meeting SLAs.
- Collaborate with engineering, business, and customer teams to prioritize and execute delivery plans.
- Manage customer deployments, including configuration and sensor monitoring.
- Advocate for new tools or processes to optimize support functions.
- Engage with senior management and HR to plan resource needs and strategies.
Essential Criteria:
- Degree in a relevant field or equivalent experience.
- 6+ years of experience in support operations.
- Expertise in cloud platforms such as AWS, Azure, or GCP.
- Strong communication skills and a problem-solving mindset.
- A willingness to develop knowledge in machine learning and AI.
Desirable Experience:
- Familiarity with AWS services and Agile frameworks like Scrum or Kanban.
- Background in software product delivery.
- Experience in support management or coordination roles.
Benefits:
- Private medical and dental insurance.
- 24+ days of annual leave.
- Share options.
- Free on-site parking in Belfast.
This is your chance to shape a key function within an organization driving real-world impact. If you’re a motivated leader with a passion for innovation, Enso Recruitment would love to discuss this opportunity with you.
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