Application Support Manager

Employment Type
Full time
Up to £50,000
Unique opportunity for a talented Application Support Manager to lead our technical support team for a significant client serviced by a high growth PE backed managed services business

Role Purpose

As an Application Support Manager, you should have a solid technical background combined with customer service experience. A problem-solving attitude with an ability to motivate your team to achieve specific goals are essential skills to perform well in this position.

Ultimately, you should be able to ensure high quality technical support and increase client satisfaction.

Key Responsibilities

Responsible for leading our technical support team to provide excellent customer service and resolve all technical issues
Ensure that the supporting team is providing necessary help to the end-users and allocates work to the team members
Work in partnership with other management team members to ascertain and carry out needs of technical nature and precedence of the business
Ensuring customer service is timely and accurate on a daily basis
Contribute to improving customer support by actively responding to queries and handling complaints
Involvement in the recruitment process of the staff as well as the management of staff
Ensure software is available for the functioning of the supporting team
Documenting the reports obtained from the team members and presenting them to the Customer
Provide documentation support, procedure
Establish best practices through the entire technical support process
Follow up with customers to identify areas of improvement
Develop daily, weekly and monthly reports on help desk team’s productivity
Provide customer feedback to the appropriate internal teams, like product developers

Skills and Experience

Proven work experience as a Help desk manager
Solid technical background with an ability to give instructions to a non-technical audience
Customer-service oriented with a problem-solving attitude
Team management skills
Knowledge of Navision
Expertise in the use of ERP technologies
Ability to coordinate cases to team members
Strong communication skills and a sense of ownership and drive
Ability to supervise, support team and evaluate performance
Ability to evaluate, appraise, consider business risks
Expertise in training and developing of staff
Strong ability to deliver presentations
Effectiveness in time management and the organisation of staff
Ability to handle sensitive business information

For more information about this position, please email and include a copy of your CV

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