IT Support Manager

Support Manager - Nottingham

Ref: 13Monday 6 June 2022

£ Negotiable

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With over 20 years behind us, we’ve been around a while longer than your average digital agency. As seasoned problem solvers, we create smart, innovative enterprise apps and websites that get proven results and feel beautifully simple to use. We’re based in Nottingham but our work travels much, much further. Our studio capacity and robust systems mean nothing is off limits: we’ve built long-term relationships with several global brands and continue to deliver successful projects on an international scale. We're currently seeking to recruit a Support Manager. The successful applicant will be required:- 

 

  • To collaborate with cross-functional teams to help support iOS, Android and Web solutions and maintain their highest possible standard.

  • To provide an active avenue for question and recourse between client and management and development teams.

  • To provide technical support for integrating and configuring products for clients and their customers.

  • To help identify, validate and process bugs and issues found internally or by clients and their customers. 

  • To assist clients in identifying potential new features and communicate the requirements to project managers.

  • To discover, evaluate, and implement new ways to provide greater levels of support and support for our clients and their customers.

  • To maintain a directory of active support clients including onboarding new projects and clients once they become supported.

  • To communicate and coordinate requirements for studio time to complete identified support issues.

  • To collaborate with team leads to identify and coordinate pro-active maintenance tasks to be completed by the studio to ensure the health and quality of supported projects.

  • To communicate periodic intelligence to project managers and clients and collaborate to establish suitable service levels for each client and project.

  • To manage a team of Support Agents including performance reviews and personal development plans.

 

Knowledge & Experience Required

  • Familiarity with email and good general computing, internet and mobile skills.

  • Good grounding in web technologies and how websites work.

  • Experience with web technologies such as HTML and Javascript is advantageous

  • Fundamentals of debugging and testing websites and apps

  • Experience with Jira or similar support ticketing systems

  • Up to date with latest developments in mobile operating systems 

  • Knowledge of the software lifecycle is advantageous

  • Experience managing a team is advantageous

 

Remuneration & Benefits

  • Salary negotiable according to experience

  • Company profit share

  • Private Healthcare Insurance from Vitality

  • Hybrid working

  • Ongoing personal development

  • Generous holiday allowance