Application Support Manager (Hybrid) - North West

We’re working with a leading EDI Technical Solutions Company based in brand new state of the art offices in Chorley, right next to Buckshaw Parkway train station. Part of a wider European group, they are currently looking to recruit an experienced Service Desk Support Manager to lead, manage and coach a team of 8 technical support  technicians, ensuring the delivery of top tier customer support and success. This is a hands-on technical support management role where you will have the opportunity to structure and define the team as well as implement new processes, roll out the new ticketing system whilst still getting your hands dirty with some of the end to end ticket resolution.  The role can be offered on a hybrid basis with 3 days in the Buckshaw office and 2 days from home.

If you are an experienced Service Desk Manager or Application Support Manager with strong technical experience and a proven track record in implementing new processes and shaping teams, then we want to hear from you!

What you’ll be doing day to day….

• Structure, lead, manage, and coach a team of Support Technicians (8)

• Define and Implement new processes in order to enhance team performance, customer satisfaction and overall service quality.
• Roll out the newly adopted ticketing system and manage the end to end process of ticket resolution through effective allocation and capacity planning.
• Lead the resolution effort for major incidents, working alongside relevant internal stakeholders to implement application maintenance and monitoring protocols to prevent future incidents.
• Risk analysis and implementation of mitigating measures.
• Monitor KPI’s and SLA’s to ensure 100% customer satisfaction and best practice.

Your background…

• Proven experience in an Application Management or Service Desk Management role supporting external customers within the software industry
• Demonstrated experience in building small technical support teams including structuring, defining, managing, and coaching.
• Ability to implement new processes around ticketing and resolution.
• A strong technical foundation and the willingness to muck in and get your hands dirty with escalations and the technical element, handling large and critical tasks as necessary.
• Excellent idea generator and problem solver
• Strong analytical skills to collect, interpret and utilise data for informed decision-making and performance improvement. Experience in collecting and analysing data to monitor performance metrics and drive continuous improvement.
• Experience in preparing detailed reports on performance insights and business intelligence
• Deep commitment to customer satisfaction, with the ability to develop and maintain positive customer relationships.