Support Manager

Who We Are

One Beyond is a leading UK-headquartered software house, developing bespoke operational software, as well as SaaS solutions. The team consistently delivers across all industries including established businesses and start-ups.

The company works with many well-known household names and has over two decades of successful projects. The award-winning company is growing rapidly and is recognised as the top UK software house based on client reviews and industry recognition.

Besides our established UK offices, we have a strong presence in Spain, as well as offices in Romania and Hungary!

What You’ll Do

As the Support Manager for One Beyond software solutions, you will lead the front-line Support Team, motivating the team whilst managing incident communications and ensuring excellent customer service.

In this role, you will have the crucial responsibility of leading our technical support team and ensuring the delivery of exceptional customer service while effectively resolving all technical issues. Your primary objective will be to ensure the provision of high-quality technical support, which directly contributes to increased client satisfaction.

We are looking for a Support Manager who possesses excellent communication skills and the ability to collaborate with different stakeholders. Your dedication to delivering exceptional customer service and driving continuous improvement will be instrumental in achieving our organisational objectives.

Taking ownership of the entire lifecycle of a ticket is essential, whilst considering TRT and SLA compliance. It is crucial you set the standards within the team and to the client to show that One Beyond can communicate and resolve issues efficiently.

Responsibilities

• Lead the Support Team in Incident Management processes and daily activities
• Provide first level contact and convey resolutions to customer issues
• Properly escalate unresolved queries to the next level of support
• Track, route and redirect problems to correct resources
• Contribute to improving customer support by actively responding to queries and handling complaints
• 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 technical support team’s productivity
• Reviewing the utilisation of the team based on contracted hours, support hour usage and time logged
• Working closely with the Project Manager on resource management of the team, and updating Float appropriately
• Provide customer feedback to the appropriate internal teams
• Maintain TRT and SLA compliance
• Act as a point of escalation for internal team and customers
• Any other duties as required, in order to meet business objectives.

Requirements

• Working knowledge of help desk software
• Working knowledge of Azure DevOps and managing backlogs and priorities
• Customer-service oriented with a problem-solving attitude
• Excellent written and verbal communications skills
• Ability to give instructions to a non-technical audience
• Able to work under pressure and reprioritise when needed

Location

Candidates will be employed on a fully remote basis but, will have the option to work in our Farnborough office.

Our Head Office in Farnborough is a 10-minute walk from Farnborough Main station and close to the town centre and local amenities.

Salary & Benefits

Salary dependent on experience, with an additional benefits package including:

Why Us?

• We offer the opportunity to work on projects that are fast paced and interesting
• We are a very established but growing organisation, with outstanding career progression opportunities and an emphasis on internal learning & development
• We provide the tools and equipment required to do your job remotely, alongside maintaining an excellent culture!

Apply Now