Junior Analyst in Customer Experience at Topaz handling operational tasks and supporting cybersecurity solutions while ensuring data security and customer satisfaction.
About the role
- Technical Support Manager overseeing a support team for i6's aviation refuelling SaaS platform. Leading service desk operations, managing KPIs, and collaborating with cross-functional teams.
Responsibilities
- Manage the Support Team: Responsible for leading a team of +8 personnel, to deliver exceptional service to i6 customers, and ensure the team achieve their targets and goals.
- Hands-On Leadership: Manage, coach, and work alongside service desk analysts; handle escalations personally when necessary to maintain service quality.
- Operational Support Excellence: Oversee the triage, prioritization, and resolution of incidents and service requests from customers engaged in live refuelling operations.
- KPIs & SLAs: Define, monitor, and report on service desk KPIs (first-response time, resolution time, customer satisfaction, backlog, etc.) to ensure targets are met or exceeded.
- Cross-Functional Collaboration: Serve as the main support interface to Product Management, Engineering, Sales, and Customer Success—feeding back operational issues, customer pain points, and feature requests to drive continuous improvement.
- Knowledge Management: Build and maintain an internal and customer-facing knowledge base, including refuelling-specific workflows, FAQs, and troubleshooting guides to speed resolution via internal support portal.
- Customer Communication: Ensure clear, timely communication with customers regarding incidents, planned maintenance, product updates, and new features.
- Process & Tooling Improvement: Implement best-practice workflows (ITIL-aligned where appropriate) and optimise the use of service desk tools (Jira Service Management).
- Training & Readiness: Partner with Customer Success to ensure customers are trained on new features and support staff are briefed on upcoming changes.
- Compliance & Safety: Maintain awareness of employee safety and compliance requirements relevant to home working employees and ensure support practices align with them.
- Travel: There may be a requirement to travel to i6 Head office as required.
Requirements
- 3–5+ years’ experience managing a service desk or technical support team in a SaaS or operationally critical environment
- Familiarity with the aviation industry is highly preferred.
- Track record of setting, monitoring, and achieving service desk KPIs.
- Experience working cross-functionally with Product, Engineering, Sales, and Customer Success teams.
- Hands-on expertise with service desk and incident management tools.
- Excellent communication, stakeholder management, and problem-solving skills under time pressure.
- ITIL Foundation or similar certification is desirable.
Benefits
- 5% pension contribution
- 25 days holiday per annum in addition to UK bank holidays; with the option to buy/sell an additional 5 days per year, and your Birthday Day off
- Private health insurance and health care cash plan
- Quarterly Team Events
- Remote first working
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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