Head of Application Support - Fully Remote (UK) - Zenzo Digital : Job Details

Our client develops and sell Enterprise Tools primarily for email migration from any platform to usually 365 although the end platform can vary too. They sell direct to customer and through Partners.

A key service that our client offers to Partners and Customers is varying levels of technical support and customer service depending on the package that they have taken up. There is a team of 5 current Application Support Analysts that effectively provide 3rd line support. There is also a dedicated small team that provides software engineering for any bug fixes that might be required. But it is the Application Support team that they require a Manager to lead due to the existing Head moving out of sector into something completely different.

The team is broadly functioning well. The least experienced person in the team has been there 3.5yrs and the processes and ways of working are in a decent place but they do want the new Head to come in and review and evolve with continuous improvement. Not to rip up and start again but make recommendations and tweak. They also want this team to provide more proactive engagement with Partners and Customers and not just being reactive as is the case now. Team review and management and structure is also required plus implementing a Customer Success Programme.

Skills and Experience:

• Previous experience leading an Application Support Team
• Previous experience of Enterprise Level Email Data Migration projects as either a leader of such or hands on 3rd line technical support. If you have worked for any businesses such as MSP’s providing this service then that is a bonus
• Previous experience reviewing and improving support processes - evolving the service
• Able to structure escalation processes and problem management
• Strong Customer Engagement skills.
• Knows what good Customer Success looks like and to set one up and deliver it and engage the team
• Team review and management and development

This role is full remote so you can be based anywhere in the UK. They do meet up quarterly and also 1 week per year they get together with US and European colleagues. There is also an overnight stay Christmas Celebration