Technical Support Manager

An exciting opportunity has arisen to join a leading professional services software consultancy as technical support manager. Your main responsibilities in this role will include managing a team of support analysts offering both remote and on-site support to clients and building a strong understanding of customer’s businesses.

The technical support manager will ideally be familiar with legal business processes and IT systems, knowledge of iManage would be an advantage but isn’t essential.

Main Responsibilities:

  • Managing a team of support analysts.
  • Understanding client needs and how to support growing requirements.
  • Acting as the escalation point for both Clients and Support team.
  • Performing technical resolutions and managing incidents.
  • Managing the implementation of new systems.
  • Reviewing and developing processes.
  • Managing client relationships and expectations.
  • Providing monthly service review reports.
  • Ensuring processes, procedures and accompanying documentation is completed and followed.
  • Conducting appraisals and one to ones.
  • Working with third parties to rectify issues.
  • Managing the troubleshooting escalation process.
  • Implementing client support processes.

To be considered for this role you will need to be self-motivated, enthusiastic and proactive. You will also need to be confident and professional and have the ability to liaise comfortably at all levels and stay calm under pressure. It is desirable that you have legal sector experience.

The company is offering a competitive salary along with an excellent benefits package.

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