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- Tasks: Lead global support operations and enhance service quality across multiple regions.
- Company: Join Flooid, a forward-thinking company committed to diversity and inclusion.
- Benefits: Enjoy flexible working, generous holiday allowance, and access to online learning.
- Why this job: Make a real impact by driving operational excellence in a dynamic environment.
- Qualifications: Experience in global support management and strong communication skills required.
- Other info: Opportunities for professional growth and a supportive team culture await you.
The predicted salary is between 36000 - 60000 £ per year.
This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board. We are hiring a Global Support Manager, a new role for us, which will be responsible for leading the overall service desk & support operations at Flooid. You will be responsible for expanding and scaling the function to a global market, across multiple languages, time zones and regions, while working to increase overall process maturity. We are looking for an experienced individual for this dynamic and evolving role, who has a continuous improvement mindset, strong attention to detail, and high standards. You should have an inquisitive mindset and the drive to take ownership of the team, ensuring top-quality support is delivered consistently to customers.
Some of your responsibilities will include:
- Ensuring all support issues are addressed promptly and effectively, in line with service level agreements (SLAs)
- Developing a new target operating model for support and own the implementation, measurement and continual improvement of the model
- Managing, developing, and training the support teams, in line with new operating model
- Owning and evolving the coverage patterns / rotas to ensure the right levels of coverage, skills and personnel across time zones and regions
- Leading globalisation of service desk, and driving operational excellence through scalability
- Identifying areas for improvement within support and implementing best practices to enhance service quality and efficiency
- Ensuring all processes are thoroughly documented, consistently audited, and regularly improved
- Coordinating and managing all relevant stakeholders, including the support desk team, customers, and other teams that are involved in service desk operations
- Leading the strategic relationships with 3rd parties, such outsourced suppliers
- Creating management information reports, developing KPIs and managing departments budget, liaising with both internal and external stakeholders
- Facilitating customer workshops and pre-sales opportunities / RFPs relating to support
Requirements
You will need to bring:
- Experience in a similar role, managing and building global support capabilities
- A good technical understanding of information technology
- Proven ability to communicate with stakeholders at all levels
- Proven ability to simplify complex information and report on this to a non-technical audience
- Strong understanding of ITIL
We'd like it if you could bring:
- An ITIL qualification
Benefits
- Flexible working - To help you manage your personal responsibilities and interests, we offer a range of flexi-working options, including hybrid working, as well as balancing your work responsibilities with other priorities, like picking up your children, caring for an aging parent or attending important events.
- Holidays - We operate a flexible holiday allowance scheme, we recommend employees take around 25-30 days holiday plus public bank holidays per year.
- A flexible pension - We help you prepare for the future with a salary sacrifice pension and annual personal pension reviews with our external partner
- Company sick pay - We offer peace of mind when you are ill with an enhanced Company Sick Pay policy
- Family benefits - We offer a range of support and benefits including enhanced maternity, adoption and paternity pay, enhanced paternity leave and shared parental leave
- Electric Car salary sacrifice scheme - An easy to manage and affordable way of leasing a zero-emission electric vehicle
- Online learning platform - We offer full access to Udemy for all employees, which offers a variety of technical, business and personal development e-learning courses.
- Financial, physical and wellbeing support - To help keep you at your best we provide our team with a health cash plan and if the worst should happen, we have a life assurance scheme
- Access to a discount platform - Treat yourself with discounts and rewards from hundreds of leading retailers, restaurants, and destinations
- Professional subscriptions - We offer reimbursement for professional subscriptions to a relevant institution if it's required to perform your job role
- Charity giving - support a charity of your choice by gifting money directly from your payroll, saving the national insurance contributions you need to pay
- Cycle to work scheme - Make the most of this tax efficient scheme to improve your commute to work
- Rewarding long service - We provide gifts to our employees who achieve milestone years of service working as part of our team
If you believe you have the skills and experience to carry out this role, although feel you do not meet 100% of the criteria, we encourage you to apply anyway! Research suggests that certain groups of the population will apply for a role if they meet 60% of a role's requirements, while others will only apply if they hit 100% - we encourage applications from anyone with the skills, experience and attributes that will make you a great addition to both the role they are applying and the company overall. Flooid Ltd. is an Equal Opportunities employer. We are dedicated to fostering, cultivating and preserving a culture of diversity, equity, inclusion, and belonging.
Global Support Manager employer: Flooid
Contact Detail:
Flooid Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Global Support Manager
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can open doors that a CV just can't.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Show them you’re not just another candidate, but someone who genuinely cares about their mission.
✨Tip Number 3
Practice your answers to common interview questions, but keep it natural. We want you to sound confident, not rehearsed!
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and show your enthusiasm for the role.
We think you need these skills to ace Global Support Manager
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in global support management. Use keywords from the job description to show that you understand what we're looking for.
Showcase Your Achievements: Don’t just list your responsibilities; share specific examples of how you've improved processes or led teams in previous roles. We love seeing quantifiable results that demonstrate your impact!
Be Clear and Concise: When writing your application, keep it straightforward. Use clear language and avoid jargon where possible. We want to see your communication skills shine through, especially since you'll be dealing with various stakeholders.
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Flooid
✨Know Your Stuff
Make sure you have a solid understanding of ITIL and the technical aspects of support operations. Brush up on your knowledge about global support capabilities and be ready to discuss how you've successfully managed similar roles in the past.
✨Showcase Your Leadership Skills
Prepare examples that highlight your experience in managing and developing teams. Think about times when you’ve implemented new processes or improved service quality, and be ready to share these stories during the interview.
✨Communicate Clearly
Since you'll be dealing with stakeholders at all levels, practice simplifying complex information. Be prepared to explain technical concepts in a way that’s easy for non-technical audiences to understand, as this will demonstrate your communication skills.
✨Ask Insightful Questions
Come prepared with questions that show your interest in the role and the company. Inquire about their current support processes, challenges they face, and how they envision the future of the support team. This not only shows your enthusiasm but also your strategic thinking.
