Manager, Technical Support and Operations

Appriss ,
London, Greater London
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Overview

Job Description

Duties and Responsibilities * Lead a tier 1 and tier 2 technical support for Appriss Retail's SaaS products. * Partner with cross functional teams to improve the quality of Appriss Retail products. * Continue to improve our incident and problem resolution processes to provide the highest quality of support. * Develop employees on your team and help them progress in their careers. * Implement quality management processes to improve our technical support and provide information for product improvement. * Lead efforts to improve our efficiency and improve our SLA response times. * Implement and provide qualitative and quantitative reporting to senior management. * Lead the organisation on appropriate monitoring strategies and work with Corporate to continually evaluate new support tools and processes. * Partner with cross functional teams to continually improve new customer implementation and onboarding processes. * Build a team environment that is fun to work in and focused on delivering excellent customer service. Knowledge, Skills, Abilities, Experience, or Characteristics * Demonstrated experience in leading a technical support team. * Demonstrated knowledge of the ITIL/IT Service Management and Customer support processes. * Experience in managing financial and other business aspects of an IT organization. * Demonstrated experience in working with internal customers to establish services and manage internal customer satisfaction. * Experience working in a matrix organization. * Commitment and desire to deliver excellent customer service. * Strong verbal and written communication skills. * Strong organizational, multi-tasking skills as well as ability to prioritize workload in a fast-paced environment. * Creates a collaborative and pleasant work environment. What we can offer a candidate * Competitive salary and performance linked annual bonus * Exposure to the latest technologies, analytical and data innovations * Working with some of the world leading brands in retail * Career and personal progression * Health Insurance and a Health Cash Plan * Opportunity for international travel * Fun and friendly work environment where the team is rewarded for success No agency referrals

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