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Senior Global Customer Support Manager

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Senior Global Customer Support Manager Location: Newcastle upon Tyne/ Hybrid working Salary: £70,000 – £80,000 Type: Permanent An international company are hiring for a Senior Global Customer Support Manager in a new role that consolidates the Customer Services and Service Desk function across the UK, Europe, and Middle East. Your focus will be on leading the front of house IT teams and deliver world class support to all of this companies customers. You will be taking on a leading position on a global level so excellent communication is essential. Your role will be to standardise customer service and supprot functions, introduce modern ways of working and ensure these ways of working are used across the board. As well as being technically verse, you must have a strong experience base with customer success and experience. Your key responsibilities will include being a Leadership point and contact and escalation for Customer Services alongside being responsible for teams including the Service Desk, Desktop Support, User Admin and Out of Hours. You will drive the adoption of metrics/KPIs to ensure there is an objective view of service and ensure delivery of consistent end user support to all users across EMEA. Managing Vendor relationships and Endpoint refresh cycles will be an important factor in the role. You will need to be savvy, achieving technical excellence through vendor agreements and negotiating for the best equipment for the global customer service function. Experience Required • Management at different levels of an organisation and ideally on a global level. • Quantifiable experience in ITIL service management disciplines: Incident, Problem & Change. • Experience of working in a regional environment across international locations with an appreciation of multiple culture. • Proven experience in improving upon customer satisfaction. • Expeirence driving centralised management of all assets in the region. • Significant experience working directly with high profile customers and partners in a demanding and time critical environment. • Developing and driving adoption of strategy • Managing, improving, and driving Key Performance Indicators • Providing management reports at senior management level • Managing customer complaints and escalations • Experience of IT finance • Proven experience in team supervision, workload prioritisation Benefits include: • Matched pension scheme • Life assurance • Income protection • Private medical insurance • Employee assistance programme • Gym discounts • Flexible working options • … and more! To find out more and apply, please send an updated CV to ASAP. You must be fully eligible to work in the UK to apply to this position. Due to a high number of applicants, you will only be contacted if successful.

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