We’re looking for that rare breed of individual who genuinely understands technology but is also passionate about leading a growing team of people to deliver exceptional customer service.
Reporting to the COO and working closely with our account management team you will need to take full ownership of the management and delivery of our high touch managed support offering in line with our commercially backed Service Standard Agreement’s (SLA’s) and brand promise to our customers.
For the right candidate, this role offers to ability to focus on customer delivery and coaching and developing a talented team while still being able to get involved with the tech when needed.
This role is to lead from the front. You will ensure your team are consistently meeting SLA’s and providing an exceptional customer service experience. This is to continue building out Wirehive’s reputation within the marketplace.
Technical Experience & Service Delivery
Hands-on experience working with both Linux and Windows hosting environments
Provide a framework to ensure customer feedback is captured and actioned. Resulting in a more exceptional customer experience
Create and maintain Information Technology Infrastructure Library (ITIL) related policies and processes to ensure successful service delivery
Maintain a professional and confident approach often in a high-pressure environment
Ensure consistent resolution of issues
Manage customer expectations around incident resolution
Develop Key Performance Indicators (KPI’s) and metrics to measure successful delivery of the helpdesk’s SLA’s
Experience of conflict management and resolution
Skills and Experience
Minimum three years’ experience within a managed service supplier
Excellent organisational skills
Professional, positive and decisive
Confident communicating with customers (as will be expected to get on the phones in busy periods)
Proven leadership experience
Manage a team of 5
Develop a training and development program
Build cross-departmental relationships
We provide crafted web hosting for digital agencies and their clients. We’re a company founded by techs and only employ people who are passionate about technology and how it can solve real-world problems.
At our office in Farnborough, you’ll find a team of like-minded people who, whatever their role, care genuinely about delivering an exceptional customer experience. What you won’t see is a dress code, clock watchers or anyone who doesn’t want to be there.
Why work with us?
Not to blow our own trumpet but we’re going places. We’re growing fast, and we’re looking for people who want to help us get there.
No day is ever the same, but you will get to work with some of the UK’s best marketing agencies in breathing life into the latest and greatest digital assets and campaigns for a variety of brands. Over and above this we actively encourage our team to continually look for improvements in the way their department and the entire business can function.
If you’re up for the challenge and want to be part of something special, then apply today.