The Support Manager will work alongside the Tier I Support Managers & Tier III Manager as part of the overall Support team leadership group. They will be responsible for delivering world-class Technical Support for all Fourth’s SaaS solutions. They will report to the Director of Support and will oversee the day-to-day operations of overall product support. This role will manage Tier 2 agents of a three tier support team as well as acting in a player/coach capacity which means that doing tickets may be required when necessary. They will work closely with Service Managers, Operations Engineering, Software Engineering, Quality Assurance and Product Management to understand, isolate, and solve customer issues. This role will also interface, when required, with partners and 3rd party businesses.

Roles and responsibilities

•Responsible for ensuring the smooth day-to-day operations of a 24 hour, 7 days a week Support Desk

as part of a management team covering day, evening, night and weekend shifts

•Manage, motivate and develop your direct reports

•Monitor and maintain agent productivity levels in accordance with targets and KPI’s

•To ensure that all agents have the necessary skills and knowledge to fulfil their roles through consistent,

•regular 121’s, monitoring and training

•Is major incident manager (MIM) for all products when a P1 or P2 incident occurs and responsible for ensuring full major incident process is followed from start to resolution

•Ensure excellent case management within team to safeguard levels of service and that all Service Level

•Agreements (SLA’s) are met

•Responsible for creating RCAs, ensuring the relevant team provide the required

•information, verifying the content and distributing internally/externally as required

•Shared responsibility for the team schedule and ensuring there is enough cover for each shift

•Be a department stakeholder in assigned PDTs, driving the department’s interests, goals, and efficiency objectives in every meeting.

•Provide monthly reports on Team KPIs, Performance, Health Checks & Incident Management

•Project work allocated by the Director of Support

•Act as Tier III analyst when required making sure ticket volumes are kept low by investigating issues themselves

•Ambassador for the Support Team with other departments