Digital Support & Service Manager | London (Hybrid) | Join a Dynamic Digital Agency
We're on the hunt for a brilliant Digital Support & Service Manager to lead our web application and hosting support team. If you're passionate about client satisfaction, love leading a team, and have a strong technical background, this is the role for you.
You'll be the vital link between our clients and our technical teams, acting as the main point of contact for support escalations. Your expertise will ensure our platforms are secure, well-maintained, and deliver the top-tier performance our clients expect.
Key Responsibilities:
* Team Leadership: Lead, mentor, and develop a proactive support team, setting a high standard for customer care.
* Client Management: Build strong, lasting relationships with high-profile clients, managing their support needs and ensuring their satisfaction.
* Operational Excellence: Take ownership of our support desk, defining and improving processes, managing SLAs and KPIs, and implementing the ITIL framework to boost efficiency.
* Technical Oversight: Oversee platform performance, manage support deployments, and collaborate with our dev and hosting teams to maintain platform security.
What we're looking for:
* A minimum of 4 years in technical support, preferably within a digital agency environment.
* Experience with AWS, Linux Servers, and CMS platforms like Drupal or WordPress.
* A proven track record of managing support teams and client escalations.
* Experience with service desk tools such as Jira or Zendesk.
What's in it for you?
* 33 days of holiday (including bank holidays).
* Private Health Insurance, Mental Health Assistance, and discounted gym memberships.
* A dedicated budget for training and development.
* Cycle-to-work and technology purchase schemes.
* The opportunity to make a real difference in a growing agency, working on exciting projects for big-name clients.
Join us in our vibrant London office (with hybrid working) and take the next step in your career.