Support Manager

KCS Rentals is a market leader in the development and provision of rental industry software
- Creating documentation and delivering customer training where required
- Hybrid role - 60% office based, 40% home based with potential for limited travel to customer sites
- Covering support hours between 8am and 5pm locally, plus any other required hours

**Key Responsibilities**:

- Your responsibilities include but are not exclusive to:

- ** Customer Service Management**:

- Ensure a first-class service to our customers by:

- Motivation and leadership of the Analysts within the local Support teams, promoting hard work, “no blame” attitude and a positive message
- Management of team rotas, holidays, case load, case progression, case management, customer expectations and escalations
- Manage KPI reporting and processes ensuring services are managed to correct quality
- Ensuring the team provide an efficient and high-quality support service in accordance with our Service Level Agreement (SLA) and Service Level Objectives (SLO) for Incidents and Problems
- Ensuring the team follows and applies the standard Support Procedures
- ** People Management**:

- Manage your direct reports by:

- Perform regular 1-2-1 sessions to ensure well-being and career progression
- Facilitate training, development and innovation activities for department
- Perform Team Leads reviews ensuring standards are maintained and improved
- Manage and act upon customer satisfaction surveys and other feedback
- Provide 1st level of escalation support for customers or direct reports
- Analyse Support Team activity and make recommendations for increased organisational efficiency and effectiveness
- ** Collaboration**:

- Work as part of Rentals Support and local office management teams:

- Be a thought leader alongside the Global Support Manager to create and deliver strategy
- Responsible for delivery of departmental projects and work packages
- Provide a role-model/aspirational figure within the team, delivering daily examples of expected levels of performance, self-development and “can do” attitude
- Identify and lead on continuous improvement and “shift-left” activities to better serve our customers

**Key Requirements**:
Essential
- Experience of managing managers within a technical IT services environment
- Ability to work under pressure in a fast-paced environment
- Excellent communication skills, both written and verbal, to convey technical information in a clear and concise manner
- Consistently produce high quality and detailed documentation and reports
- Experience of providing service metrics and working to SLAs and KPIs
- Customer service focused, with experience of working directly with customer management
- Confident leader, with the natural ability to motivate and lead a team
- Decision maker under pressure
- Understands priority and urgency of customers business requirements
- Business/commercial awareness
- IT culture awareness, understanding the requirements of GDPR
- Forward thinking/proactive nature
- Multi-tasker

Desirable
- Knowledge and experience of Microsoft SQL Server
- Knowledge of Crystal Reports
- Knowledge of Sage Accounting Solutions
- Knowledge of ERP or business IT systems
- Appreciation for all products and services in the inspHire offering
- ITIL Qualified

**Company Info**

Kerridge Commercial Systems (KCS) is the market leader in developing and delivering fully integrated business management solutions for distributors, suppliers, resellers, wholesalers and merchants. Our mission is simple: to design, implement and support high performance systems that enable our customers to source effectively, stock efficiently, sell profitably and service competitively.

**Equal Opportunities**

KCS is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires us to adjust the recruiting process please do advise us when contacted.
- To all recruitment agencies: KCS does not accept agency resumes. Please do not forward resumes to our careers site or direct to KCS employee. KCS is not responsible for any fees related to unsolicited resumes._