Project work and excellent career development.
Fast growing digital specialist having their best year.
Service desk management, client support.
Service Desk Manager needed to join one of the North-West’s best eCommerce digital marketing businesses at their central Manchester office. If you have experience within a software house, eCommerce business or digital agency working with developers triaging support issues – this is a great role for you!
*1 day per week minimum in the Manchester office.
What skills you’ll be needing
* Minimum 3 years’ experience in a project management, technical support or service delivery role within the tech industry.
* Commercial awareness with the ability to monitor and report on support performance and budgets.
* Experience working with agile methodologies such as Scrum and Kanban and tracking deliverables through the SDLC.
* Passion for delivering excellent customer service and technical solutions.
* Ability to manage multiple support streams and client relationships simultaneously.
* Strong organisational and time-management skills.
* Willingness to learn and support with technical documentation and process optimisation.
* Adobe Commerce knowledge is highly advantageous, but not essential.
What you’ll be doing
You will be working closely with internal developers and account managers to maintain their superb client relationships managing their support operations. You will be the sole support professional initially responsible for the service desk triaging tickets, overseeing resolution, dealing with escalations and ensuring high levels of client satisfaction. Typical tickets will include issue resolution, training, minor feature requests, updates, and security patches on their eCommerce platform. You will be confident communicating with clients and internal stakeholders, managing support SLAs and KPIs, and working within agile environments. You will be comfortable running morning stand ups with the development team to discuss any tasks and impediments. There may be an occasional requirement to support with projects, such as technical audits and server migrations.
What you’ll get in return for your talents
This is a great opportunity to join a friendly, highly professional digital marketing specialist with excellent long term career development prospects. You can expect a competitive salary (£35-45K), pension, training budget, access to courses and conferences, generous hols, regular socials and more. As they continue to grow and add more clients there will be a need to grow the support team and you could be at the centre of that!
What’s next
Like the sound of this one? Send in your CV now for more info.