Description
Computer Futures are seeking a Support Manager/Service Manager to work for a market leading client based in the Buckinghamshire area. You will be leading a very successful support team of first and second line support analysts, and working with outside suppliers as well as our Operations Department, Account Managers and Retail Solutions Providers to ensure that our customers receive a high quality and reliable support service.The idea candidate will have a s many of the following:
- Manage a 24x7x365 Support Team as well as other outside suppliers.
- Be a Champion for the Support Team within the business
- Implement new ticketing software as required
- Create a set of KPIs and monitor performance against them
- Mentor and develop the skills of the Support Team members
- Assure customer support contracts in line with contractual SLAs.
- Develop processes to cater for a diverse global customer base and continuously monitor the quality of support cases against them.
- Create a collaborative and continuous improvement based support team environment
- Provide customer reporting of cases handled on a monthly basis
- Approve solutions and documents to be added to a self-service database.
- Be an escalation point for 'difficult' customers or complaints.
This position is very urgent and paying up to £42,000 and comes with an excellent benefits package that includes Pension and Healthcare.
This is an urgent role so suitable candidates will be interviewed immediately.
To find out more about Computer Futures please visit www.computerfutures.com