Application Support Manager

Location

Church, Lancashire | United Kingdom

Job description

Our client seeks an Application Support Manager to join their team. Role Profile:The Application Support Manager is an experienced and dynamic individual responsible for providing exceptional customer experience to business clients through the delivery of high-quality application services, Unified Communications and end-user support. As the leader of this team, they are responsible for setting the vision and direction, driving team performance and productivity, and ensuring that customer service standards are met and exceeded. The postholder is passionate about customer service, with a natural aptitude for servicing customers and meeting their requirements and that inspires and motivates their team to go above and beyond for clients. The team support B2B customers delivering Modern Workplace, Mimecast and Unified Communications services. The team is placed within the B2B support function alongside the 24x7 first line team, the Cloud team and the Network Support team. Comprising talented and customer orientated engineers and central to business enterprise activity, they interact with top B2B customers on a daily basis and regularly with third party support providers. The postholder is accountable for the performance of the team in meeting customer needs and requirements, developing key relationships in the customer base and the constructive collaboration with colleagues across the business. The postholder will influence stakeholders, effect change and lead in a very busy operations & support environment. Key Responsibilities:Customer advocate within B2B Support Organisation.Supporting all customers but aligned to some specific accounts Build rapport and earn trust with B2B customers Accountable for B2B customer support for Modern Workplace services.Accountable for B2B customer support for Mimecast services.Accountable for B2B customer support for Unified Communications services.Accountable for delivery of Managed Server OS services.Accountable for potential future managed application services, such as Managed SQL.Accountable for delivery of Modern Workplace end user helpdesk services.Accountable for management of Problems within the scope of services & tech of the team.Accountable for professional services engineering activities within scope of the role.Management and performance of the team.Modern Workplace infrastructure monitoring & interface into Service. Modern Workplace infrastructure vulnerability scanning and patching.Modern Workplace service provisioning, ceases & changes.Participate in Service.Now admin, design and development.Reporting of KPIs & trends.Deputise for the Head of B2B Operations.Responsible to host CAB & ECAB meetings, and fulfil the duties of Change Manager.Organisation of on-all rota (shared)Participation in the Duty Operations Manager on call rota.Process and service improvements within role scope.Relationship management with customers & suppliers.Customer & internal escalation/stakeholder management Key Skills and Experience: Significant experience in people & performance management.Significant experience in managing the delivery of end user support.Significant experience in managing the delivery of Operating Systems & Applications. . If you have the required skills please apply online at searchandselect.com quoting reference number: 14465

Job tags

Salary