POST is recruiting for a Support Services Manager to work for one of the UK’s leading full-service digital agencies. Based in Manchester, they are at the forefront of technology and innovation with an unwavering commitment towards creating quality solutions for their clients.
They provide bespoke web solutions using the best web technologies for CMS’s, eCommerce, bespoke applications and integrated solutions which has seen them earn a reputation as the ‘go-to’ agency for projects where a high level of technical expertise is required.
The support services manager is responsible for overseeing the support operation within the business. You will monitor support issues across all of your supported clients, coordinating the activity required to successfully progress and resolve their issues. This role is heavily client-facing and involves prioritising incoming support issues then monitoring those issues through to a successful conclusion, in accordance with defined SLAs.
The role involves working in close collaboration with account managers to raise specific issues or provide detailed updates as required, liaising with support technicians and the system administration team to facilitate client communication and move things along, and providing performance reports to the senior management team. This role has the potential to develop into a team leadership position as the support team expands.