At a Glance
- Tasks: Lead and develop a 2nd line support team, ensuring top-notch service delivery.
- Company: Join a growing tech company with a focus on innovation and teamwork.
- Benefits: Competitive salary, flexible working, and opportunities for professional growth.
- Other info: Work in a dynamic environment with a supportive team culture.
- Why this job: Make a real impact by driving performance and improving customer experience.
- Qualifications: Experience in service desk management and strong technical skills required.
Due to growth, a Technical Support Manager is needed to own the 2nd line service desk function, from higher level technical input to managing a team of 5 Team Leaders responsible for 40 engineers. Working alongside the 1st and 3rd line Support Managers and their teams, you will lead and develop the 2nd line Teams, driving accountability, consistency, and performance, while maintaining clear ownership and control of escalated support and service delivery.
Coming from a technical background yourself, you will be responsible for:
- Manage the 2nd line support function and teams
- Customer experience for 2nd line tickets
- Coach and support Team Leaders, ensuring they are effective and well-supported
- Performance, KPIs, and output of the 2nd Line function, ensuring consistent SLA delivery
- Identify and drive practical improvements to processes, ways of working, and service flow across 1st, 2nd, and 3rd Line
Your background:
- Proven experience in a Service Desk Manager or Senior Team Leader role within an MSP environment
- Strong background in 2nd Line support and escalation management
- Experience managing Team Leaders or senior technical staff
- Demonstrable experience of KPI-driven performance management and service improvement
- Strong technical understanding of 2nd Line support environments (Microsoft 365, Windows Server, Networking fundamentals, Endpoint management, UC, Connectivity)
- Confident in working with technical teams (2nd / 3rd Line, NOC, Infrastructure) to resolve complex issues
- Understanding of service desk tooling, reporting, and ticketing systems
- Awareness of problem management, root cause analysis, and best practice service frameworks (e.g. ITIL)
This role requires 3 days a week in the office.
Support Manager - 2nd Line in Birmingham employer: Som3
As a Support Manager - 2nd Line, you will thrive in a dynamic and supportive work environment that prioritises employee growth and development. With a strong focus on teamwork and accountability, our company fosters a culture of continuous improvement, ensuring that you have the resources and opportunities to excel in your role while enjoying a competitive salary and flexible working arrangements. Join us in a location that not only offers a vibrant community but also a chance to make a meaningful impact in the technical support landscape.
StudySmarter Expert Advice🤫
We think this is how you could land Support Manager - 2nd Line in Birmingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Som3. 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 Som3 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 Support Manager - 2nd Line in Birmingham
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 Som3:Your cover letter is your chance to shine! Tell us why you want to work at Som3 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 Som3!
How to prepare for a job interview at Som3
✨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.
