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Technical Support Manager - SaaS Technology Company - £60k

Job description

Technical Support Manager
Fully remote
£50,000 - £60,000

  • Modern SaaS environment
  • Autonomy to implement change and structured processes
  • Technology-driven company
  • Fully remote working (Must be UK based)

Technical Support Manager required by a successful Software as a service provider based in the UK and Europe. Due to continued success and growth, they are looking for a Technical Support Manager to join their team. The successful candidate will be responsible for 12 support engineers and 2 team leads and will be tasked with implementing new processes and structure across the IT support team. The company offers an innovative working environment with the chance to gain experience working with the latest technologies.

This position will offer autonomy to bring your style of leadership to the role and to implement changes that will improve the internal processes and overall performance of the IT team.

The successful Technical Support Manager will be responsible for:

  • Managing a remote team of 14 (12 engineers, 2 team leads)
  • Improving the performance of the technical support team by implementing change to the existing ticket review system and training set-up
  • Reviewing and improving internal structure to ensure service levels, support quality and customer satisfaction targets are met
  • Leading department and individual performance reviews
  • Dealing with escalated issues when required

Required Skills:

  • Prior experience in a SaaS environment
  • 2+ years' experience managing a technical support team
  • Management of a fully remote team
  • Able to implement new processes, deliver change and a track record of improving IT support services
  • Experience developing metrics to analyse support team performance
  • Knowledge of on-prem to cloud migrations (advantageous but not essential)
  • Experience working a support team managing multiple products/services (advantageous but not essential)

The company have UK offices but the position is offered on a fully remote basis provided candidates are living and have full right to work in the UK.

If you are looking to be part of a fast-moving, interesting business, where you'll be able to take ownership of the performance of the IT team and implement real change to a growing business, please apply to this advert or contact me via our website or LinkedIn. Jack Hewitt-Coleman, Spectrum IT.