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Job description

The role

Reporting the Head of Client Success, you will manage all aspects of the Application Support &Network Support Teams, delivering excellent 1st to 3rd Line support and associated services, with responsibility for daily operations, planning and scheduling, project management, people management, and liaison with clients alongside the account management team.

You’ll provide leadership, guidance and mentorship to the team and drive a culture of continual improvement, contributing to the overall success of our Customer Support function. You’ll work closely with all other departmental heads including Client Success, Project Management and Account Management.

Application Support Team
This team provides 1st Line Support to our clients, via phone, email and the company’s Helpdesk software. The team resolves issues, improves documentation and handles requests where possible, if not, it prioritises and forwards to the relevant team. This team also provides some training.

Network Support Team
This team provides 2nd and 3rd Line Technical Support, and responsibilities include:

• Configuring our managed hosted services, in line with client SLAs; ISO9001 & ISO27001
• Carrying out scheduled client tasks, such as infrastructure set up, management, SSL certificates
• Carrying out scheduled support & maintenance requests & ad hoc support
• Carrying out preventative maintenance
• Carrying out project work
• Managing all aspects of the company’s internal networks, phone systems and providing technical support to all staff

Main duties and responsibilities

• Provide all aspects of line management and leadership for the teams including developing staff against identified goals and objectives
• Manage day to day operations of your team including scheduling/prioritising, rota planning, annual leave and personnel issues
• Along with the team triage, delegate, and monitor incoming support tickets, providing timely solutions to both internal and external customers
• Act as the point of formal escalation for any client, internal support queries
• Work with Product Manager to identify blocked support tickets that require attention
• Work closely with other teams to ensure client requests are closed off in a timely manner, and to improve processes and the client experience
• Identify SLA improvement by finding new ways to reduce the average ticket turnaround time.
• Ensure excellence within your team (e.g., accuracy and quality of logged tickets, monitoring open/neglected tickets)
• Review tickets periodically to ensure quality and identify any potential training needs
• Define reports and analysis on all aspects of the teams’ activities including timekeeping, and improvement opportunities
• Undertake ad-hoc projects, as agreed with Operations Team or other Senior Management.
• Complete billing and invoicing for team orders
• Ensure smooth exit management as clients require
• Provide standardised client reports and service review meetings
• Team admin such as on call, overtime reporting
• Being key contact on company Business Continuity Plan and a member of the Incident Team available as required

About you
You are a dynamic, people-focused leader with a passion for technology and customer service. Thriving under pressure, you bring a blend of analytical skills, empathy, and emotional intelligence that drives your ability to effectively manage and inspire a diverse team. You also enjoy the simple pleasure of just getting things done.

You're at your best in fast-paced environments and relish the opportunity to drive improvements that enhance the client experience. Your track record in technical support showcases your dedication to problem-solving and achieving operational excellence.

Above all, you're someone who values building strong relationships - with both your team and your clients. Your approach is marked by effective communication, active listening, and the ability to balance the demands of various stakeholders.

Qualifications
Essential skills and experience

• Experience of providing 1st line technical support ideally for SaaS clients
• Demonstrable track record of managing teams, operations, and projects in a similar environment
• First class communication (verbal and written), interpersonal and customer service skills
• Strong analytical skills; comfortable using the usual office software
• Ability to work under pressure in a fast-growing business; well organised
• Empathic, emotionally intelligent and driven to provide an outstanding client experience
• A people leader that demonstrates calmness and can multi-task, prioritise and manage time effectively especially when there are conflicting demands

Desirable skills and experience

• Experience of working with Jira Software
• Experience of attracting, developing, inspiring and retaining a high performingteam
• GDPR, ISO27001 & ISO9001 knowledge
• Experience of Cloud hosting, e.g. Amazon Web Services, Google Cloud
• Public sector knowledge or experience
• Government framework knowledge

Things you need to know
Selection process

Interview details
Initial interviews will be via Teams with our Department Lead and if successful you will be invited to attend a competency-based interview either here at the GOSS offices in Plymouth or again via Teams which will last approximately 1.5 hours. You will be expected to be able to evidence previous examples of your work.

Applications from candidates living outside of the UK will be considered for the position provided the candidates can demonstrate that they are eligible to work in the UK and do not require sponsorship.

GOSS is proud to be an equal opportunities employer. This means that decisions concerning recruitment will be based on the needs of the business and not any assumptions based on sex, race, age, disability, gender reassignment, sexual orientation, married or civil partnership status, pregnancy or maternity, religion or belief.

Job Type: Full-time

Salary: £30,000.00-£45,000.00 per year

Benefits:

• Additional leave
• Canteen
• Casual dress
• Company events
• Company pension
• Cycle to work scheme
• Flexitime
• Free parking
• Referral programme
• Work from home

Schedule:

• Flexitime
• Monday to Friday
• No weekends

Supplemental pay types:

• Bonus scheme

Experience:

• Technical support: 3 years (preferred)
• Customer service: 3 years (preferred)

Work authorisation:

• United Kingdom (required)

Work Location: Hybrid remote in Plymouth

About GOSS Interactive

CEO: Robert McCarthy
Revenue: $1 to $5 million (USD)
Size: 51 to 200 Employees
Type: Company - Private
Website: www.gossinteractive.com