IT Support Director

3 weeks ago

Tunbridge Wells, Kent, United Kingdom Crimson Tide mpro limited Full time

About Crimson Tide mpro Limited

Crimson Tide mpro Limited is a leading provider of process management solutions for businesses. We are seeking a highly skilled Technical Support Manager to join our team based in the UK.

Job Summary

The Technical Support Manager will lead our technical support team and oversee the implementation of our process management app, mpro5. This role involves managing a team of technical support engineers, analysts, and solutions architects. The successful candidate will ensure exceptional customer support, driving customer satisfaction and operational efficiency.

Key Responsibilities

  • Team Management:
    • Lead, mentor, and manage a team of technical support engineers, analysts, and solutions architects.
    • Foster a collaborative and high-performance work environment, promoting professional growth and development.
    • Conduct regular performance reviews, provide feedback, and set individual and team goals.
  • Technical Support Oversight:
    • Ensure timely and effective resolution of technical support incidents, prioritizing based on urgency and impact.
    • Monitor and report on support team performance, including key metrics such as response times, resolution rates, and customer satisfaction.
    • Ensure technical implementation and support knowledge base is kept up to date.
  • Strategic Planning:
    • Develop and implement strategies to enhance the efficiency and effectiveness of the support and solutions teams, relating to common IT frameworks, e.g. ITIL.
    • Stay updated on industry trends and best practices to continuously improve support and implementation processes.
    • Provide regular updates to customers on the status of their incidents and implementations, ensuring transparency and responsiveness.
    • Work closely with other departments, including product development, sales, and customer success, to ensure alignment and effective collaboration.
    • Coordinate cross-functional efforts to resolve incidents and deliver customer configurations.

Requirements

  • Proven experience in a technical support management role, preferably within a SaaS or MSP environment.
  • Strong leadership and team management skills, with a track record of building and leading high-performing teams.
  • Experience in customer implementation and configuration, with a strong understanding of SaaS products.
  • Familiarity with ticketing systems and support tools.
  • Strong customer service orientation, with a commitment to delivering exceptional support and solutions.

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