Key Information

Salary: up to £60,000 per annum
Location: London / Farnborough / Manchester / UK-Remote

We have an exciting opportunity for a Support Manager to join our newly formed Support Team.

We are looking for an experienced Support Manager to run and lead a team maintaining multiple complex software systems. This will comprise of direct line management and supervisory support for both technical and non-technical positions.

What you’ll do:

  • Line Management of Support Engineers
  • Calling the customer each month to go through the priority order of tickets and to see if there is anything outstanding
  • Working with the Support Engineers to ensure Azure DevOps is up-to-date
  • Run a daily SCRUM with the Support Team
  • Have a mid-month catch-up with the customers to see how things are going (will become an Account Management task when that team has grown enough)
  • Monitoring SLAs
  • Using reports to monitor age of tickets, health of systems, etc.
  • Reporting up to the Operations Leadership Team on issues to be aware of
  • Ensuring customers are made aware in advance of going into overage
  • Ensuring Support Team members’ timesheets are updated regularly to ensure we do not accidentally spend too much time on a customer/project before notifying/confirming with the customer
  • Be the gatekeeper of projects moving into the Support Team
  • Weekly meeting with Account Management to share knowledge
  • Monitoring systems to check for potential issues

Experience and Skills:

You may be a good fit if you:

  • Understand software development cycle
  • Have previous experience of managing support desks or development teams
  • Hold an ITIL Certification
  • Have a Dev ops approach to delivery

Location:

Candidates will be employed on a fully remote basis, however, will be able to work from our Central London or Farnborough office should they choose.

Our London office is a 10-minute walk from Waterloo Station, and our Head Office in Farnborough is a 10-minute walk from Farnborough Main station and close to the town centre and local amenities. We also have a virtual Development Centre in Manchester.

Salary & Benefits:

Annual salary of up to £60,000 dependent on experience, with an additional benefits package including:

25 days holiday
(plus Bank Holidays)
Employer matched contributory pension scheme
Flexible working opportunities
Healthcare scheme, life insurance & critical illness cover
Parental leave
Dedicated learning hours with 24/7 access to an online learning platform
Tastecard+ Membership
Cycle to Work scheme
Fitness activities
including discounted gym membership
Free hot and cold refreshments
Social events throughout the year

 
 
Apply Now
 
 

 

Life at DCSL GuideSmiths

Mary Jeffries, Learning and Development Specialist, discusses her role and why she enjoys working at DCSL GuideSmiths.

View more employee stories