At a Glance
- Tasks: Lead a dynamic technical support team and enhance software application support processes.
- Company: Join Planet Education Networks, a forward-thinking organisation in Canary Wharf.
- Benefits: Enjoy 7.2 weeks annual leave, company sick pay, and wellness support.
- Other info: Great career growth opportunities in a collaborative environment.
- Why this job: Make a real impact by improving software support and leading a talented team.
- Qualifications: 2+ years managing software support teams and strong leadership skills required.
The predicted salary is between 51750 - 63250 £ per year.
Organisation
Planet Education Networks (PEN Group)
Job Title
Technical Support Manager
Employment Type
Full-time
Work Schedule
Monday to Friday, 9am - 5pm (40 hours per week)
Work Location
On-site - HX, 12th Floor, 1 Harbour Exchange, Canary Wharf, London, E14 9GE
Applicants must have the legal right to work in the UK without employer sponsorship and be able to maintain that right for at least the next 3 years.
PEN Group is unable to provide visa sponsorship for this role.
About the Role
Planet Education Networks (PEN Group) is looking for an experienced Technical Support Manager to lead and develop its software application support function.
The role focuses on software application and project support, rather than traditional IT infrastructure or helpdesk management.
You will lead the technical support team, develop and improve support processes, monitor SLAs and performance, and work closely with Project Managers, Developers, QA teams and business stakeholders to ensure software issues are resolved efficiently.
You will also oversee recruitment, onboarding, workload allocation and team development, ensuring the support function operates effectively and continuously improves.
We are looking for a proactive manager with strong leadership skills, hands-on software support experience and a proven ability to improve support operations, manage service performance and drive continuous improvement.
Key Responsibilities
- Lead and manage the software application support team, including workload allocation, performance monitoring and team development.
- Create, implement and maintain support processes, including ticket management, issue prioritisation and escalation procedures.
- Recruit, interview, evaluate and onboard technical support team members.
- Monitor Service Level Agreements (SLAs), ensuring response and resolution targets are met.
- Oversee software application support, investigate issues, coordinate bug fixes and work closely with Development and QA teams.
- Define and monitor support KPIs, review ticket backlogs and identify opportunities to improve team efficiency.
- Analyse recurring support issues, identify underlying causes and coordinate long-term solutions.
- Collaborate with Project Managers, Developers, QA teams and business stakeholders to ensure issues are resolved effectively.
- Support software launches, implementations and platform rollouts, ensuring appropriate support processes are in place.
- Review support performance reports, identify service gaps and implement improvements to service delivery.
Skills & Experience
- Minimum of
- 2 years' experience leading or managing a software application support team
- Proven experience developing and maintaining software support processes, including ticket management, prioritisation and escalations.
- Previous hands-on experience recruiting and onboarding technical support colleagues.
- Strong understanding of SLAs, response and resolution targets, escalation management and performance reporting.
- Experience supporting live software platforms, investigating application issues and coordinating bug fixes.
- Experience defining and tracking support KPIs, monitoring ticket backlogs and improving team performance.
- Ability to work closely with Project Managers, Developers, QA teams and business stakeholders.
- Strong leadership, communication, organisational and problem-solving skills.
- Previous experience supporting Saa S platforms, software applications or project implementations.
- Familiarity with support platforms such as Zendesk, Freshdesk, Intercom or similar.
- Experience using Jira, Azure Dev Ops or similar software delivery tools.
- Experience supporting software launches, implementations or platform rollouts.
- Knowledge of incident management, root cause analysis and continuous improvement practices.
- Annual leave (7.2 weeks)
- Company Sick Pay.
- Statutory maternity and paternity pay.
- Employee Assistance Programme (HA Wisdom Wellbeing)
- Virtual GP access (Livi)
- 'Speak Up Service' - confidential support service to report any workplace concerns
- Specialist physical and mental wellbeing support services with 24/7 confidential counselling support (Wisdom)
- Financial, legal and medical advice services provided (Wisdom)
- Life & Leadership coaching (Wisdom)
- Financial coaching (MUNNY)
- Discounts and perks, offering savings on shopping, activities and more (Bright Exchange)
- Self development and Self taught trainings
- #J-18808-Ljbffr
Technical Support Manager in London employer: PEN Group
PEN Group is an exceptional employer, offering a supportive work culture that prioritises employee wellbeing and professional growth. Located in the vibrant London Harbour Exchange, employees benefit from generous annual leave, comprehensive health support services, and numerous career development opportunities, making it an ideal place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at PEN Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like PEN Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Support Manager in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to PEN Group:Your cover letter is your chance to shine! Tell us why you want to work at PEN Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at PEN Group!
How to prepare for a job interview at PEN Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
