Customer Support Manager

Nottingham /
Product – Support /
/ Hybrid
Ideagen - we are the Software solutions that support the safe hands that protect your organisation!

We are the name trusted by organisations globally to deliver world-class, innovative software solutions in regulated or high-compliance industries such as aviation, financial services, life sciences, healthcare and manufacturing.

We are recruiting for a Customer Support Manager, responsible for driving performance, effectiveness and efficiency across the Business Line. Leading our Level 1, 2 and 3 Support teams who provide a 24/7 coverage internationally, you will play a key role in ensuring the delivery of our strategy, while maintaining a world class service to our customers.

This is a key leadership role with a real focus on motivating and developing the team. Your primary responsibility will be to lead Team Leaders and Engineers who are responsible for the delivery of technical support, ensuring the needs of our customers are not only met but exceeded. 

Key Responsibilities

    • Overseeing the Level 1, Level 2 and Level 3 Support function for a specific Business Line across multiple geographies and working locations; functioning as an escalation point for the Business Line
    • Can, with limited to no supervision, identify up-stream and down-stream product suite problems and implement appropriate 
    • solutions before they become customer impacting
    • Identify key failures, drive continuous improvement and effectively prioritize projects and change across the Business Line
    • Make the right adjustments between schedule, resources, and scope in order to deliver on customer experience and the overall support strategy
    • Identify and evaluate potential risks/obstacles with minimal direction from senior managers; determining appropriate corrective action
    • Collaborate with key stakeholders throughout the business at a variety of levels including Chiefs
    • Track & monitor team KPIs as well as focusing on all aspects of quality assurance, coaching & mentoring
    • Recruit, train and resource to ensure success

Knowledge & Experiences

    • Demonstrable experience in Customer Contact / Operations / Technical Support functions.
    • Evidence of “hands-on” leadership experience and a track record of successful customer and stakeholder management.
    • Proven experience managing teams across different levels of expertise; motivating, developing and retaining a workforce.
    • Experience working with teams in multiple geographic locations and driving engagement within and across them. 
    • A proactive approach to every day, thinking outside the box to solve complex issues & a willingness to learn new technologies/skills.
    • Proven ability to meet/exceed team goals, objectives and drive engagement.
    • The ability to adapt your communication style and the delivery of concepts / conversations / challenges dependent on the audience. 
    • Excellent written and verbal communication skills and strong problem-solving skills.

Values & Behaviours

    • Ambitious - Drive, Planning & Execution
    • Adventurous - Flexibility, Resilience & Savvy thinking
    • Community - Collaboration & Communication

What's in it for you?
While we take our work and deliverables seriously, we have a relaxed working environment and we want our people to be rewarded for their hard work. We offer benefits such as 34 days' holidays (inclusive of bank holidays), Enhanced Maternity and Paternity Pay, Contributory Pension Scheme, Free On-site Parking, Private Medical Insurance, Free 200degree coffee shop and many more!
Who are Ideagen?
If you have ever flown in a plane, been in hospital, or even given blood, there is a good chance we've helped keep you safe. For nearly a quarter of a century, we have been providing software solutions to thousands of customers such as the UK NHS, Virgin, PwC, Emirates, Heineken and even Harvard University. We are not a large faceless corporation, but we are not a fly-by-night dot com company either. With more than 1150 employees in multiple locations across the UK, USA, Dubai, Malaysia, and Bulgaria – not including our global Partner Network – we're one of the most exciting and fastest growing software companies in the world.