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- Tasks: Lead a dynamic support team and ensure top-notch client satisfaction.
- Company: Exciting digital agency with a vibrant culture in London.
- Benefits: 33 days holiday, private health insurance, and training budget.
- Why this job: Make a real impact while working on exciting projects for big-name clients.
- Qualifications: 4+ years in technical support and experience with AWS and CMS platforms.
- Other info: Hybrid working environment with excellent career growth opportunities.
The predicted salary is between 36000 - 60000 £ per year.
We’re on the hunt for a brilliant Digital Support & Service Manager to lead our web application and hosting support team. If you’re passionate about client satisfaction, love leading a team, and have a strong technical background, this is the role for you. You’ll be the vital link between our clients and our technical teams, acting as the main point of contact for support escalations. Your expertise will ensure our platforms are secure, well-maintained, and deliver the top‑tier performance our clients expect.
Key Responsibilities:
- Team Leadership: Lead, mentor, and develop a proactive support team, setting a high standard for customer care.
- Client Management: Build strong, lasting relationships with high‑profile clients, managing their support needs and ensuring their satisfaction.
- Operational Excellence: Take ownership of our support desk, defining and improving processes, managing SLAs and KPIs, and implementing the ITIL framework to boost efficiency.
- Technical Oversight: Oversee platform performance, manage support deployments, and collaborate with our dev and hosting teams to maintain platform security.
What we’re looking for:
- A minimum of 4 years in technical support, preferably within a digital agency environment.
- Experience with AWS, Linux Servers, and CMS platforms like Drupal or WordPress.
- A proven track record of managing support teams and client escalations.
- Experience with service desk tools such as Jira or Zendesk.
What’s in it for you?
- 33 days of holiday (including bank holidays).
- Private Health Insurance, Mental Health Assistance, and discounted gym memberships.
- A dedicated budget for training and development.
- Cycle‑to‑work and technology purchase schemes.
- The opportunity to make a real difference in a growing agency, working on exciting projects for big‑name clients.
Join us in our vibrant London office (with hybrid working) and take the next step in your career.
Support Manager employer: JBi Digital
Contact Detail:
JBi Digital Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Support Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend meetups, and engage on platforms like LinkedIn. We all know that sometimes it’s not just what you know, but who you know that can land you that dream job.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. We recommend practising common interview questions and even role-playing with a friend. The more comfortable you are, the better you’ll shine when it’s your turn to impress!
✨Tip Number 3
Showcase your skills! Create a portfolio or a personal website that highlights your achievements and projects. This is a great way to demonstrate your technical expertise and client management experience, making you stand out from the crowd.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to connect directly with us. Let’s make this happen together!
We think you need these skills to ace Support Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your technical background and any leadership roles you've had, as we’re looking for someone who can lead our support team effectively.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you’re passionate about client satisfaction and how your experience aligns with our needs. This is your chance to show off your personality and enthusiasm for the role!
Showcase Relevant Experience: When detailing your past roles, focus on your experience with AWS, Linux Servers, and service desk tools like Jira or Zendesk. We want to see how you’ve managed support teams and handled client escalations in the past.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team!
How to prepare for a job interview at JBi Digital
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around AWS, Linux Servers, and CMS platforms like Drupal or WordPress. Be ready to discuss how you've used these technologies in past roles and how they can benefit the company.
✨Showcase Your Leadership Skills
Prepare examples of how you've led and developed support teams in the past. Think about specific situations where you mentored team members or improved customer care standards. This will demonstrate your capability to lead a proactive support team.
✨Understand Client Management
Be ready to talk about your experience with client management and how you've built strong relationships with high-profile clients. Share stories that highlight your ability to manage support needs and ensure client satisfaction, as this is crucial for the role.
✨Familiarise Yourself with SLAs and KPIs
Since operational excellence is key, make sure you understand how to define and improve processes related to SLAs and KPIs. Prepare to discuss any frameworks you've implemented, like ITIL, and how they have boosted efficiency in your previous roles.
