Support Manager

3 weeks ago

Manchester, United Kingdom Dye & Durham Corporation Full time

Support Manager - Manchester - Hybrid

WHO ARE WE?

Are you looking to build an exciting and dynamic career at a company with prestigious blue-chip clients and international reach? Dye & Durham, a leading global provider of cloud-based software and technology solutions, is focused on an unwavering commitment to customer excellence and to the personal and professional growth of its employees.

Dye & Durham provides critical information services and workflows used by clients all over the world to manage their process, information and regulatory requirements. The company offers rewarding opportunities for those with legal, tech, financial services and sales expertise. With clients that include major law firms, financial service institutions and government organizations in Canada, the United Kingdom, Ireland, South Africa and Australia, a fulfilling career awaits you at Dye & Durham.

WHAT WILL YOU DO?

  • Display knowledge and understanding of products by maintaining a working knowledge of all software products (for yourself & the team where necessary).
  • Ensure the proper use of the ticketing system by all operatives including people in other departments & clients.
  • Manage the quality of service by proactively reviewing service delivery, including ticket audit.
  • Document, implement, embed, and validate new practices and process changes; including training end users on any changes.
  • Maintain a very high standard of service, responding promptly to the needs of clients, including external customers and internal staff across all departments.
  • Proactively manage clients' expectations by identifying trends and proposing resolution, training, or solutions to reduce reliance on the support team.
  • Lead the team of Support consultants.
  • Listen & gather feedback from staff, clients, colleagues & peers to improve your understanding of how your teams' services are perceived.
  • Work with end users, and other departments using our software to understand feedback and areas of opportunity for improvement.



WHAT DO YOU NEED TO BE CONSIDERED?

  • Experience implementing and managing ticketing system.
  • Experience and knowledge of process/service redesign and change management principles, methodologies, and tools and when/how to best apply them.
  • Effective self and time management skills with practical examples to lead the Project Team with your direction.
  • Ability to multitask and be adaptable to cope with shifting priorities.
  • Excellent communication skills and be comfortable engaging with a variety of stakeholders.
  • Professional approach whilst working under pressure
  • Exceptional eye for detail.


WHY WORK FOR US?

At Dye & Durham we strive to be visionaries As a leader in our field, we ensure our employees are ready for the next challenge in their journey with us by offering internal and external training opportunities. We offer competitive salaries and a whole host of benefits including healthcare, pension, company discounts, wellness programs, and paid days off to move house or volunteer for your favourite charity.

Do you share our DNA?

  • We ask how tomorrow can be better than today
  • We are passionate about solving our customer's challenges
  • Our ideas break boundaries
  • We value different perspectives and encourage dialogue
  • We take ownership and celebrate together


WHAT NEXT?

Hit apply and your application will be reviewed by our talent acquisition team who will contact you directly.

Please note that this position is subject to background and reference checks.

Dye & Durham is an equal opportunity employer. We provide opportunities without regard to race, colour, religion, sexual orientations, gender identity, national origin, marital or family status, disability status or other applicable legally protected characteristics.

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