Support Manager

4 weeks ago


Belfast, United Kingdom Enso Recruitment Full time

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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