Support Manager

TAIT partners with artists, brands, IP holders and place makers to bring culture-defining, never-before-seen experiences to life. With a legacy of innovation spanning over 45 years, TAIT has grown from pioneering in rock 'n' roll concert staging to setting the global standard for extraordinary live events and experiences through cutting-edge technology, precision engineering, and creative design. TAIT's 20 global offices have developed iconic productions and experiences in over 30 countries, all seven continents, and even outer space for renowned performers, theme parks, exhibits, and venues across the globe.

Position Purpose

The Support Manager role is key within the Support team, which acts as the external face and internal hub for project delivery by the UK Support business. Support projects can range from single site visits to medium-sized refurbishment and planned maintenance visits. Typical Support projects can be up to £250,000 in value and may be delivered anywhere around the globe. To carry out the Support Manager role effectively requires close management of our clients, and leadership of internal teams to ensure that all deliverables are met and that the right solution is delivered on time and on budget, reacting to and prioritising at short notice.

Responsibilities

• Prepare a strategic plan of how each individual project is to be executed by working with the support of the Senior Support Manager or a Senior Support Engineer, leading those project teams to agree solutions, timeframes and budgets.
• Manage clients to agree on clear scope, schedule and contract, and manage the project team of that contract, negotiating changes and variations where applicable, with the support of the Senior Support Manager or a Senior Support Engineer.
• Cost and budget projects correctly and do any necessary follow up for own projects and direct other support managers to do so independently if there are any discrepancies.
• Revise costs in line with the client request for changes and communicate changes to affected parties internally and externally.
• Regular contact with site and client to ensure that work is managed and progressed safely and according to plan and to act on feedback from the site and troubleshoot any issues.
• Visit sites and check progress as and when required.
• Manage project cashflow ensuring purchasing is managed to limit cash outflow and income is realised as fast as possible.
• Follow existing Support business processes & contribute to refining them.
• Meet or exceed 95% customer satisfaction rating on all individual and departmental assigned help desk tickets.
• Maintain greater than 95% score on Support team peer review.
• Keep service level agreement breaches on all individually and departmental assigned help desk tickets to less than 10%.
• Ensure that Support projects are managed and executed in a timely, cost-efficient, profitable and professional manner.
• Demonstrate continuous diplomatic effort to improve operations, streamline work processes, work cooperatively and jointly to provide seamless client service.
• Able to lead and manage a team, working together to define and achieve shared goals.
• Ability to work closely with clients and manage client expectations and requirements.

Requirements

• Degree or equivalent experience.
• Good IT skills.
• Understanding of budget control.
• 5+ years of good working knowledge of the business and entertainment industry.
• Technical skills relevant to the projects.

TAIT is an equal opportunity employer fully committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran or any other protected characteristic as outlined by international, national, state, or local laws.