Technical Support Services Manager

3 weeks ago


Cambridge, Cambridgeshire, United Kingdom TAIT Full time

About the Role

We are seeking a highly skilled Technical Support Services Manager to join our team in the entertainment industry. This is a unique opportunity to work with a diverse range of clients and develop your expertise in providing exceptional customer support.

Key Responsibilities

  • Maintain strong relationships with clients through effective communication and issue resolution.
  • Collaborate with cross-functional teams to deliver tailored solutions to meet client needs.
  • Develop and implement processes to ensure efficient ticket management and reduce breaches.
  • Provide training and guidance to site teams to enhance their technical skills and knowledge.
  • Work closely with commercial and product teams to identify opportunities for growth and improvement.
  • Manage client expectations by clearly defining scope, schedule, and contract.
  • Ensure adherence to global Service & Support policies and procedures.

Requirements

  • Proven experience working in technical or production management, preferably in the entertainment sector.
  • Bachelor's degree or equivalent qualification/relevant experience.
  • Strong leadership and management skills with a customer-first mindset.
  • Excellent written and verbal communication skills.
  • Ability to understand and absorb new skills and information quickly.
  • Familiarity with ERP systems (e.g., Epicor) and customer service ticketing platforms (e.g., Zendesk).

Salary Information

The estimated salary for this role is $120,000 - $180,000 per annum, depending on experience and qualifications.



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