- Digital - IT
22 August 2018 X

Support Services Manager - Magento/Drupal–

Salary £25,000 - £35,000
Ref CJNSSM
Location Manchester
Type Permanent
Sector Digital Technology IT
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About the post–

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.

What we need from you–

  • Experience in a similar customer support role dealing with 1st line technical issues over the phone
  • A background in web application management (Particularly Drupal/Magento)
  • Excellent client communication and customer support skills
  • Good organisational skills
  • Good personal presentation, especially when working with customers face to face

What you’ll get–

  • Highly Competitive Salary: with potential opportunities for progression and performance-related bonuses.
  • Personal Development: A host of possibilities for personal development, from in-house training workshops to conference and training opportunities.
  • Generous Holiday Allowance: enjoy 23 days holiday, plus 5 days over Christmas, and 8 Bank Holidays per year on top.
  • Work from Home Allowance: Need to escape the commute or take delivery of a new sofa? We appreciate that some days it can be more convenient to work from home, so we offer an allocation of days to allow for this.
  • Flexible Working Hours: we all work 7.5 hours per day, but team members can plan their schedule to suit them. Provided we can collaborate during the core office hours (10 am- 4.30 pm) then the rest is up to you.
  • Company-issued MacBook Pro: every employee is issued with a MacBook Pro, to tailor to their needs and preferences. The aim is to give every team member the freedom to work where they choose: at their own two-screen workstation, at a standing desk or in a private pod.
  • The chance to socialise and unwind: when you need to take a break, the office bar and games area is the social hub.
  • And then… after successfully passing your probation at, the benefits package gets a boost! Access to the company pension scheme, private healthcare, discounted rail commute and cycle to work programmes all ensure that you continue to be healthy and happy whilst working with us.

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