Support Manager

Novotek Solutions has an opportunity for a Support Contracts Manager with a passion for engineering and a good knowledge of software systems, networks and software development, to join our expanding team.

With leadership qualities the Support Manager will be supporting customer-orientated solutions within the manufacturing and utilities sectors.

Novotek Solutions is looking for team players who can help fulfil its goals of growth and market penetration over the years ahead. Driven by the Industrial Internet of Things, Novotek Solutions is well placed to embrace an exciting period of change in the provision of industrial automation, monitoring and analytical services and is looking forward to building additional team strength across all areas of the business.

Your Goals & Responsibilities

  • Working as a member of the Systems Support team to:
  • Ownership of the support function, driving initiatives and improvements to maximise customer satisfaction
  • Line management duties of Support Team members including employee appraisals
  • Identify team training requirements to fulfil customer support agreements
  • Management and reporting of KPIs within customer SLAs
  • Key decision maker in prioritisation, delegation and escalation of systems support
  • Develop the case management system to ensure efficient and effective customer service
  • Work with Sales to communicate opportunities arising from support cases and upcoming contract renewals
  • Administer out of hours support rotas to ensure adequate Support cover is in place
  • Travel and work on customer sites as required

Relevant Experience

  • Leadership and managerial qualities
  • Hard working, dynamic, motivated and detail oriented
  • Excellent customer relationship and communication skills
  • Mature self-starter who can work with minimum supervision
  • Team player, flexible, tolerant, and able to learn quickly in a rapidly changing environment

Qualifications

Bachelor’s Degree in science, engineering, technology or related discipline. A minimum of five (5) years’ experience within a hands-on IT support role is essential, with specific experience in the management and support of IT related software and hardware systems being advantageous.

What We Offer

  • Flexibility – this hybrid role presents a mix of office-based and home-based working locations
  • Competitive salary and incentive scheme
  • A place in a team that works together to create shared opportunities and shared success
  • Ongoing professional development, including opportunities to develop new technology skills and domain expertise
  • Ongoing personal development including opportunities to career options in different roles as Novotek grows

Job Type: Permanent, Full-time

Salary Range: To be negotiated.

Apply by sending your CV and cover letter to jobs.solutions@novotek.com, referencing the position