We are a global leader in enterprise service management, empowering organizations through the use of intuitive technology for better, faster, and more affordable innovation. We provide ITSM solutions to 1700+ clients from different industries in 40+ countries with 98% of customer satisfaction. As we are growing rapidly, we are always seeking top talent to drive our continued growth.
Currently, we are looking for a talented Product Support Team Leader to coach and lead our Tier 2/Tier 3 Support Analysts in Swindon, UK.
Who Will Love This Job
A people person: You relate well to everyone and enjoy building relationships.
A good listener: You practice attentive and active listening. You have the patience to hear people out.
A patient person: You are tolerant with people and processes. You listen and check before acting. You try to understand the people and the problem before making judgments and acting.
A leader: You are dedicated to enabling the success of our customers and make decisions with the customer's best interest at heart. You treat all customers respectfully.
A problem-solver: You use your technical background and experience to solve difficult problems. You constantly look for areas of improvement and seek out solutions.
A coach: You will manage a diverse workload in a fast-paced environment.
What You'll Do
The Product Support Team Lead is responsible for growing and leading a Support Team that establishes customer advocacy and contributes to improving service delivery. This includes being responsive, considerate and passionate about customer success. Discipline, focus and organizational abilities are incumbent upon this role. This position primarily exists to support our Analysts, provide training, mentoring, and consultation. This may include working to develop required skill-sets and disciplinary action within the team where appropriate. The Team Leader will also be responsible for assisting customers directly, ensuring their issues are responded to in a timely fashion and resolved thoroughly.
What You Should Have
Previous experience in leading and managing people (preferably 2+ years)
Excellent interpersonal and communication skills with the ability to interact effectively with others, including various levels of management
Understanding of relational databases and ability to troubleshoot them (tuning/indexing)
Knowledge of, or experience with, SQL database technologies
Preferably knowledge of IIS installation and configuration
Ideally relevant ITSM experience