Support Manager - ITIL, SLA, KPI's

ITIL, SLA's, Triage, Ticketing Systems, Team Lead, KPI

This is not your normal management role but is a great opportunity for the right experienced person.

Our client (which is a genuinely nice company to work for) is looking to recruit for a Support Manager for a completely new role.

It will be hands-on to start. It supports clients that use their product above their own support.

The ideal candidate will be capable of and have experience in managing, leading, and motivating a small team that will eventually (18-24 months) be a 24x7 support environment.

The role will involve:

• Recommending a ticketing system
• Defining and setting up triage processes
• Generate documentation
• Set up processes and structure
• Liaise with Software Development and Product teams (who currently cover support)
• Recruitment of a team
• Reporting to peers and board.

If you have the experience, seeking a new challenge and ideally have worked in financial services, financial software, trading platforms etc. then please do get in touch.

Permanent only. Financial sector experience useful. Must have 5 years UK work experience due to financial checks.

Role is UK home based full-time