Head of Application Support
Remote
Up to £65kpa + Benefits
Our client develops and sell Enterprise Tools primarily for email migration from any platform to usually 365 although the end platform can vary too. They sell direct to customer and through Partners.
A key service that our client offers to Partners and Customers is varying levels of technical support and customer service depending on the package that they have taken up. There is a team of 5 current Application Support Analysts that effectively provide 3rd line support. This team only manage 40 tickets per month but are in depth technical support tickets, usually when the end customer has already gone through their processes to fix. This involves speaking to various parties before diving in to support. There is also a dedicated small team that provides software engineering for any bug fixes that might be required. But it is the Application Support team that they require a Manager to lead due to the existing Head moving out of sector into something completely different.
The team is broadly functioning well. The least experienced person in the team has been there 3.5yrs and the processes and ways of working are in a decent place, but they do want the new Head to come in and review and evolve with continuous improvement. Not to rip up and start again but make recommendations and tweak. They also want this team to provide more proactive engagement with Partners and Customers and not just being reactive as is the case now. Team review and management and structure is also required plus implementing a Customer Success Programme.
Skills and Experience
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Previous experience leading an Application Support Team of around 5-10
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Previous experience leading an Application Support Team for a Software Business that provides products to customers and therefore support is external not internal. Could be working for an MSP
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Good broad technical background in Support including Servers, Networks, Firewalls, etc. Any experience of email migrations nice to have but not essential
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Previous experience reviewing and improving support processes – evolving the service
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Able to structure escalation processes and problem management
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Strong Customer Engagement skills.
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Knows what good Customer Success looks like and to set one up and deliver it and engage the team
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Team review and management and development
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Able to contribute to strategic meetings as the company grows to assess and plan for the impact on the support team
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Ideally worked for a smaller organisation