Job Title: Product Support Desk Manager
Location: Hybrid (Hubs in Oxford & Bristol)
The Role
Imaginera seeks a proactive Product Support Desk Manager for our Orca SaaS product. This role is responsible for overseeing the support desk, managing support tickets, monitoring SLA adherence and coordinating bug fix releases, working closely with software engineers, QA, and Business Analysts to maintain high product performance and client satisfaction.
Key Responsibilities
* Support Desk Management: Oversee operations in a client-facing role, collaborate with development, QA and BA teams.
* Ticket Management: Incident and Service Request resolution and SLA reporting.
* Bug Fix Coordination: Manage bug fix releases, coordinating with internal and client teams and maintain release schedules.
* Client Communication: Act as the main contact for client issues and escalation, providing updates and gathering feedback.
* Team Leadership: Mentor the support team, implement process improvements, and foster a collaborative environment.
* Documentation: Maintain support documentation and produce regular reports on support activities.
Required Skills
* SaaS Support Experience: Proven experience managing a SaaS support desk.
* Technical Aptitude: Ability to communicate technical issues effectively.
* Client Management: Strong client-facing and problem-solving skills.
* Team Leadership: Experience leading support teams and improving processes.
* Continual Service Improvement: Implementing CSI to improve process, service and client experience.
Desirable Qualifications
* SLA Management: Experience managing SLA compliance and ticket resolution.
* Technical Background: Background in software development or technical support is a plus.
* ITIL: ITIL Certification is not mandatory but is a plus.
Imaginera Culture & Benefits
We believe in creating an environment where people can thrive and reach their potential and succeed in everything they do. Teamwork and communication are key to our business, and we support our teams to achieve high standards. Our business is unique in the market it operates, which means you will learn commercially and technically - mentoring and coaching are an integral part of our business.
In addition to a welcoming and supportive culture, we offer:
* Competitive salary
* 25 days holiday plus 8 bank holidays
* Contributory Pension Scheme
* Private Medical Insurance with the option to add family members
* Flexible Working Hours
* Cycle to Work Scheme
* A Wellbeing Team & Mental Health First Aiders
* Yearly paid time off allowance for medical appointments in addition to holiday
* Free Yoga Sessions
* Regular Team and Company Events
* Employee referral bonus
Who We Are
Here at Imaginera, we create solutions to meet our client challenges across a focused marketplace of Insurance, Reinsurance, and Insurance Linked Securities. We set ourselves apart from our competition by being technically at the top of our game with the unique ability to also communicate directly with our clients, understanding their complex business requirements.
Having spent the last eight years creating bespoke solutions for our clients, we then diversified into a consultancy and product business. Our first product, Orca, was released in 2020 and has a busy roadmap ahead of it. We are a vibrant company with around 70 employees. Our journey so far has been an exciting and fast one – we don’t have any plans to slow down. So, if you’re excited by growth and opportunity and want to be a part of it, we would love to hear from you.
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