Product Support Lead | Brighton | Hybrid role, working from the Brighton office and home, with regular travel to customer sites | Full Time - 37.5 hours per week, Monday to Friday, to be worked flexibly in line with team, customer, and company needs | £55,000 - £60,000 per annum
Our client is a UK technology company with team members based across the country. They solve through-life acquisition and support management issues for the Defence and related sectors, supporting their teams to work strategically, collaboratively and effectively to maintain and streamline the delivery of military and industrial capability.
They are looking for a Product Support Lead to join their team in Brighton. They are seeking an individual who has a strong customer service focus and is proactive, dynamic, and eager to engage with customers to ensure the Product Support team delivers exceptional service that meets their needs.
The role involves providing a best-in-class Service Desk experience for their customers. The Product Support Lead will own the end-to-end problem solving process, liaising with various departments in the company to satisfy the customers’ needs and provide a value-added service for them.
Are you the right person for the job?
Ability to represent the company with senior customer stakeholders in face to face on site meetings and in escalation calls
Customer centric approach to Product Support
Possess a thorough and enthusiastic approach to stakeholder management and value driven Service Desk Support
Experience working in an ITIL Support Service Delivery environment, supporting either cloud, SaaS, Enterprise or bespoke applications
Extensive managerial expertise, having previously managed a team within software technical functions
Strong problem-solving ability with a focus on managing business outcomes through collaboration with multiple internal and external stakeholders
What will your role look like?
Provide our customers with evidence and data in support of the SLA, attend regular customer service and support meetings on site and remotely
Liaise with other departments in the production of proposals and service offerings for new opportunities, attend face to face meetings at customer sites as required
Own and deliver the service level agreements (SLAs) agreed contractually with customers
Manage and present monthly reports for the senior management team and internal stakeholders
Manage the Product Support team within a resource budget to ensure the tickets are resolved in a timely manner
Accountable for customer business continuity and uptime of hardware, software and service desk
Responsible for all compliance activities and documentation in Product Support
Provide an annual training plan for PST employees by liaising with HR and peers to ensure the PST is focused and ready for future demands
Ensure that every member of the support team is trained to be a Suitably Qualified and Experienced Person (SQEP) as new tools and services are introduced from time to time
Maintain or revoke that approval as required
Manage resources and roles within the team to maintain a multi-disciplinary workforce capable of managing in-service support within SLA
Liaise with the Programme Management Office (PMO) to offer burst capacity to the programme if requested whilst ensuring the SLA is not compromised
Provide a team that is capable of high and low demand use during holiday cover, sickness and during the SLA window
Focussing on continuous improvement measures, drive out inefficiencies and reduce ticket processing times by adopting improved processes and passing continuous improvements to Product management and technical
Provide a product support service that meets all company compliance and contractual obligations
What can you expect in return?
Flexible working hours
Recruitment Referral Bonus
Employee Recognition Reward Scheme
All IT equipment necessary for your role and support for office equipment for your home is provided
Life Assurance
Free access to learning and wellbeing platforms such as LinkedIn and Headspace
Health shield (cash plan benefit scheme)
Cycle to work scheme, tech scheme and lease car scheme
Company pension
What’s next? It’s easy! Click “APPLY” now! We can’t wait to hear from you!
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