Support Manager

What you’ll be doing…
As a Support Manager, you will be responsible for overseeing the delivery of high-quality support services across the organisation. You’ll lead a team to ensure user needs are met efficiently and effectively, driving performance, continuous improvement, and excellent customer service.

Manage and lead the day-to-day operations of the support team, ensuring timely resolution of queries and issues
Monitor team performance and service levels, implementing improvements where needed
Act as a point of escalation for complex or high-priority support requests
Develop and maintain processes to improve efficiency and consistency in service delivery
Support the onboarding and training of new team members
Collaborate with internal departments to understand support needs and align services accordingly
Produce regular reports and insights on support activity, trends, and KPIs
Ensure compliance with internal policies and relevant regulations
Promote a user-focused culture of responsiveness, clarity, and professionalism
Lead or contribute to projects involving new tools, processes, or service enhancements

Working Pattern: 5 Days Out Of 7 | 37.5 Hours Per Week
Job ID: 7701
What can you bring?

Proven experience in a support, service, or team management role
Strong leadership and team development skills
Excellent problem-solving and organisational abilities
Clear and confident communication skills, both written and verbal
A proactive, customer-focused approach
Experience managing service performance and driving continuous improvement
Ability to work effectively with stakeholders at all levels
Knowledge of service desk, support, or administrative environments (sector-specific knowledge is a plus)