Support Team Manager

16 hours ago


Northampton, Northamptonshire, United Kingdom Charles Simon Associates Full time

About the Role:

We are seeking a Support Team Manager to join our team based in Northampton. As a key member of the team, you will be responsible for leading the service desk and ensuring that it operates at optimal levels.

The successful candidate will have previous experience managing teams, ideally up to 5/6 people, and a strong background in setting up and enforcing fresh SLAs and KPIs within the team. They will also have the ability to provide hands-on escalation support for the team if needed and drive improvements within both the KPIs/SLAs and the ability of the Engineers.

Responsibilities:

  • To lead the service desk and ensure it operates at optimal levels
  • To manage a team of up to 5/6 people
  • To set up and enforce fresh SLAs and KPIs within the team
  • To provide hands-on escalation support for the team if needed
  • To drive improvements within both the KPIs/SLAs and the ability of the Engineers

Requirements:

The ideal candidate will have:

  • Previous experience managing teams, ideally up to 5/6 people
  • A strong background in setting up and enforcing fresh SLAs and KPIs within the team
  • The ability to provide hands-on escalation support for the team if needed
  • Experience of driving improvements within both the KPIs/SLAs and the ability of the Engineers
  • Knowledge of ITIL is highly desirable

Salary and Benefits:

We offer a competitive salary of up to £40,000 per annum and a range of benefits including health insurance and pension scheme.



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