Hybrid Global Support Manager

at Flooid

• Job title: Global Support Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Marston Green, United Kingdom

About the role

• Global Support Manager responsible for managing service desk operations at Flooid. Expanding and scaling support capabilities across multiple regions and languages.

Responsibilities

• Ensuring all support issues are addressed promptly and effectively, in line with service level agreements (SLAs)
• Developing a new target operating model for support and own the implementation, measurement and continual improvement of the model
• Managing, developing, and training the support teams, in line with new operating model
• Owning and evolving the coverage patterns / rotas to ensure the right levels of coverage, skills and personnel across time zones and regions
• Leading globalisation of service desk, and driving operational excellence through scalability
• Identifying areas for improvement within support and implementing best practices to enhance service quality and efficiency
• Ensuring all processes are thoroughly documented, consistently audited, and regularly improved
• Coordinating and managing all relevant stakeholders, including the support desk team, customers, and other teams that are involved in service desk operations
• Leading the strategic relationships with 3rd parties, such outsourced suppliers
• Creating management information reports, developing KPIs and managing departments budget, liasying with both internal and external stakeholders
• Facilitating customer workshops and pre-sales opportunities / RFPs relating to support

Requirements

• Experience in a similar role, managing and building global support capabilities
• A good technical understanding of information technology
• Proven ability to communicate with stakeholders at all levels
• Proven ability to simplify complex information and report on this to a non-technical audience
• Strong understanding of ITIL
• We’d like it if you could bring:
• An ITIL qualification

Benefits

• **Flexible working** – To help you manage your personal responsibilities and interests, we offer a range of flexi-working options, including hybrid working, as well as balancing your work responsibilities with other priorities, like picking up your children, caring for an aging parent or attending important events.
• **Holidays **– We operate a flexible holiday allowance scheme, we recommend employees take around 25-30 days holiday plus public bank holidays per year.
• **A flexible pension** – We help you prepare for the future with a salary sacrifice pension and annual personal pension reviews with our external partner
• **Company sick pay – **We offer piece of mind when you are ill with an enhanced Company Sick Pay policy
• **Family benefits** – We offer a range of support and benefits including enhanced maternity, adoption and paternity pay, enhanced paternity leave and shared parental leave
• **Electric Car salary sacrifice scheme** – An easy to manage and affordable way of leasing a zero-emission electric vehicle
• **Online learning platform **–We offer full access to Udemy for all employees, which offers a variety of technical, business and personal development e-learning courses.
• **Financial, physical and wellbeing support** – To help keep you at your best we provide our team with a health cash plan and if the worst should happen, we have a life assurance scheme
• **Access to a discount platform** – Treat yourself with discounts and rewards from hundreds of leading retailers, restaurants, and destinations
• **Professional subscriptions** – We offer reimbursement for professional subscriptions to a relevant institution if it’s required to perform your job role
• **Charity giving** – support a charity of your choice by gifting money directly from your payroll, saving the national insurance contributions you need to pay
• **Cycle to work scheme – **Make the most of this tax efficient scheme to improve your commute to work
• **Rewarding long service** – We provide gifts to our employees who achieve milestone years of service working as part of our team