07421 904 933 // hello@grafttalent.co.uk

Support Services Manager - City

Ref: 198 Date Posted: Tuesday 06 Apr 2021
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Support Services Manager


£35 - £40K

We are thrilled to be working on behalf of our client an IT Consultancy in their quest to recruit a Support Services Manager. The company are a  product development software house, specialising in bringing customer data together for analytics and master data management. 

The Support Services Manager will be organising and contributing to the day-to-day work of a small but growing support team in a fast-paced, frequently changing environment. The ideal candidate will have some experience coordinating and supervising the activities of a support services team and will be keen to further develop their management skills, as well as developing others to deliver excellent support services across a variety of products and services to their customers.

The role requires some customer facing experience to run incident reviews and lead service meetings, as well contributing to the ticket management work for both internal users and external customers. It is essential to have a working knowledge of common support tools like ticket management systems and IT monitoring services. The role will ensure that the support team is working closely with other business functions to resolve standard service requests, as well as analysing data to identify and prevent potential issues from becoming incidents. Some of these improvements will rely on thinking outside the box, which could mean identifying the need for a new tool, monitoring for potential issues and/or automating fixes and solutions. The role will report into the Service Delivery Manager and contribute towards running of the support team, providing timely incident and problem management services to their customers.



The Support Services Manager will work with the consultancy and SaaS product development teams, reporting to the Service Delivery Manager, to manage the support offering across multiple B2B and B2C services.

  • Coordinate and contribute to the day-to-day work of a high performing 24/7/365 Support Team, working closely with the Technical Operations Engineers
  • Promote talent growth and aspirations by supporting the team in achieving their objectives and progressing along their development plans.
  • Maintain a broad knowledge of the technology landscape helping the company maintain market-leading tools and technology.
  • Support the creation and maintenance of efficient processes for the completion of service requests, change requests and incidents.
  • Aid the design and configuration of Service Desk software workflows to create a seamless support experience for company’s teams and customers, across multiple channels.
  • Work closely with Delivery and Engineering Teams to influence development work, ensuring that services are supportable and can meet and exceed contractual SLAs, providing final sign off for acceptance into support.
  • Oversee the creation of support documentation and knowledgebase articles within the teams to ensure the effective and consistent delivery of support activities.
  • Lead the team in using service data to identify potential incidents and build solutions to mitigate against them before they happen.
  • Use key service metrics including SLAs and KPIs to report on and drive service and process improvement for internal and external stakeholders.
  • Assist with coordination of the internal IT function within the company, e.g., planning and scheduling proactive work and ensuring internal support requests are responded to in both a timely and correct fashion.
  • Make and clearly communicate decisions that balance customer satisfaction and commerciality.
  • Assist with the leadership of regular service review meetings with internal and external stakeholders, providing improvement recommendations that are supported by data.
  • Champion Information Security to meet high security standards throughout all supported services, supporting the team to achieve/maintain required accreditations such as ISO27001, Cyber Essentials Plus.
  • Escalate issues to senior managers where appropriate and act as the single point of contact for major issue resolution.
  • Share knowledge with the wider community, via the company’s blog and through community and company events.
  • May be required join an on call rota, subject to business needs.
  • If you see something that’s broken, fix it. That includes the coffee machine.

Skill & Experience

The Support Services Manager should have the following:

  • Can demonstrate the ability to build and maintain effective relationships, communicating with impact and influencing the team, stakeholders and clients.
  • The ability to context switch, ensuring consistently high performance across multiple services.
  • Working knowledge of at least one public cloud provider (PaaS, IaaS, SaaS).
  • The ability to learn complex technical information and then convey it to customers.
  • Strong verbal and written communication skills.
  • A natural tendency to pursue and promote continuous improvement to reduce the possibility of client issues.
  • Experience of working in a scaling business, enjoying the challenges of frequent change and working at pace.
  • Incident and problem management.
  • Comfortable with taking a flexible approach to service delivery, understanding that priorities can change quickly and some changing of schedules to accommodate customers is inevitable.
  • Advocate of ensuring that knowledge is shared, documented, accessible, and kept up to date.
  • Passionate about being part of a highly skilled and productive team, coupled with an overriding commitment to deliver quality service and solutions.

Desirable skills include:

  • Design and configuration of business workflows using helpdesk software ‘Zendesk’.
  • Knowledge of ISO27001 and Cyber Essentials.
  • Some knowledge of recognised Service Management frameworks/standards, e.g. ITIL.


The role will be based at the company’s Leeds office however they are currently enforcing a Business Continuity Plan and working from home. Travel to client sites may be required from time to time.