Customer Support Manager

As the Customer Support Manager, you will lead a team of technical support specialists within a service desk environment, driving rebranding initiatives and spearheading continuous improvement efforts. You’ll oversee the implementation and evolution of tools to enhance both efficiency and the customer experience, while also ensuring robust support for internal customer applications. Your role will focus on achieving key performance indicators, fostering innovation, and elevating overall customer satisfaction.

At Nexus, we are continually working to expand our expertise, through the development of our existing workforce and the recruitment of our kind of people.

Nexus people are:

Fast-learning, talented professionals, who analyse and adapt to their environment
Versatile, proactive and dedicated to delivering service excellence
Approachable and helpful to our customers and suppliers
Forward-thinking problem solvers who are motivated to achieve success and deliver outstanding results

Key Responsibilities:

Lead and manage a team of technical support engineers, providing guidance and support to ensure high-quality service delivery.
Oversee the service desk operations, ensuring timely response and resolution of customer support tickets.
Conduct trend analysis to identify patterns, improve decision-making, and drive strategic improvements.
Implement and enforce ITIL processes and best practices to streamline service delivery and improve operational efficiency.
Develop and maintain service level agreements (SLAs) and key performance indicators (KPIs) to measure and improve customer support performance.
Identify opportunities for process improvement and optimization to enhance the customer support experience.
Drive the implementation and evolution of customer tools, enabling self-service options for our customers.
Provide support for internal customer applications, ensuring their availability and functionality to meet business needs.
Serve as the primary point of contact for escalations and customer inquiries, providing expert guidance and resolution.
Foster a culture of continuous improvement and customer-centricity within the technical support team.

Who We’re Looking For:

An experienced Customer Support Manager with a proven track record of success in leading technical support teams.
Strong leadership and communication skills, with the ability to motivate and inspire teams.
Proficient in utilizing the Atlassian suite, including Jira, Confluence, and other related tools, to manage projects, track issues, and facilitate team collaboration.
Proficient in ITIL processes and best practices, with experience in service desk management.
Ability to prioritize and manage multiple tasks in a fast-paced environment.
Customer-focused mindset with a passion for delivering exceptional customer service.
Strong problem-solving and decision-making skills.

Required Experience:

Minimum 5 years of experience in customer support management roles.
Proven track record of success in leading technical support teams in a service desk environment.
Experience with ITIL processes and best practices.
Strong communication and interpersonal skills.

Desirable Experience:

Relevant certifications in IT service management (e.g., ITIL Foundation).
Experience working with service desk management tools (e.g., ServiceNow, Zendesk).
Knowledge of ITIL processes and best practices.
Experience supporting internal customer applications.
Experience in the technology industry or related field.

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Customer Support Manager

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