Product Support Lead

Product Support Lead | Brighton | Hybrid role, working from the Brighton office and home, with regular travel to customer sites | Full Time - 37.5 hours per week, Monday to Friday, to be worked flexibly in line with team, customer, and company needs | £55,000 - £60,000 per annum

Our client is a UK technology company with team members based across the country. They solve through-life acquisition and support management issues for the Defence and related sectors, supporting their teams to work strategically, collaboratively and effectively to maintain and streamline the delivery of military and industrial capability.

They are looking for a Product Support Lead to join their team in Brighton. They are seeking an individual who has a strong customer service focus and is proactive, dynamic, and eager to engage with customers to ensure the Product Support team delivers exceptional service that meets their needs.

The role involves providing a best-in-class Service Desk experience for their customers. The Product Support Lead will own the end-to-end problem solving process, liaising with various departments in the company to satisfy the customers’ needs and provide a value-added service for them. 

Are you the right person for the job?

• Ability to represent the company with senior customer stakeholders in face to face on site meetings and in escalation calls
• Customer centric approach to Product Support
• Possess a thorough and enthusiastic approach to stakeholder management and value driven Service Desk Support
• Experience working in an ITIL Support Service Delivery environment, supporting either cloud, SaaS, Enterprise or bespoke applications
• Extensive managerial expertise, having previously managed a team within software technical functions
• Strong problem-solving ability with a focus on managing business outcomes through collaboration with multiple internal and external stakeholders

What will your role look like?

• Provide our customers with evidence and data in support of the SLA, attend regular customer service and support meetings on site and remotely
• Liaise with other departments in the production of proposals and service offerings for new opportunities, attend face to face meetings at customer sites as required
• Own and deliver the service level agreements (SLAs) agreed contractually with customers
• Manage and present monthly reports for the senior management team and internal stakeholders
• Manage the Product Support team within a resource budget to ensure the tickets are resolved in a timely manner
• Accountable for customer business continuity and uptime of hardware, software and service desk
• Responsible for all compliance activities and documentation in Product Support
• Provide an annual training plan for PST employees by liaising with HR and peers to ensure the PST is focused and ready for future demands
• Ensure that every member of the support team is trained to be a Suitably Qualified and Experienced Person (SQEP) as new tools and services are introduced from time to time
• Maintain or revoke that approval as required
• Manage resources and roles within the team to maintain a multi-disciplinary workforce capable of managing in-service support within SLA
• Liaise with the Programme Management Office (PMO) to offer burst capacity to the programme if requested whilst ensuring the SLA is not compromised
• Provide a team that is capable of high and low demand use during holiday cover, sickness and during the SLA window
• Focussing on continuous improvement measures, drive out inefficiencies and reduce ticket processing times by adopting improved processes and passing continuous improvements to Product management and technical
• Provide a product support service that meets all company compliance and contractual obligations

What can you expect in return?

• Flexible working hours
• Recruitment Referral Bonus
• Employee Recognition Reward Scheme
• All IT equipment necessary for your role and support for office equipment for your home is provided
• Life Assurance
• Free access to learning and wellbeing platforms such as LinkedIn and Headspace
• Health shield (cash plan benefit scheme)
• Cycle to work scheme, tech scheme and lease car scheme
• Company pension

What’s next? It’s easy! Click “APPLY” now! We can’t wait to hear from you!

Your data will be handled in line with GDPR