Application Support / Engineering Support Manager | Application / Software Support | Global SaaS Company | Up to £60,000 + Sign on & Annual Bonus | Swansea | Hybrid (2-3 days per weel in the office)

Yolk Recruitment are proud to be working with a Global SaaS company in the ECommerce space based in Swansea. they've been growing rapidly over the 12 months & are growing their support team to deal with increased client demand.

As part of that growth they're looking for an experienced Application Support Manager to take over the day to day management of the 2nd Line Support team. The team are currently 8 strong & work closely with the engineering team to ensure the the companies platform runs smoothly & client requests / fixes are processed & resolved quickly.

The role will be hands off but you will need a strong technical background in either application or software support to be successful. It is also important that you have exposure to the ITIL or a similar service framework.

They're based in Swansea & operate hybrid working with 2-3 days per week on-site.

Main Responsibilities:

• Day to day management of 8 Support Engineers / Analysts. Managing KPI's, planning & running 121's etc.
• Work closely with the Head of Support to discuss & plan long term team strategy.
• Develop and manage effective relationships with Sellers, internal stakeholders, and vendors.
• Take ownership of support management, setting & managing service level agreements.

Skills Required:

• Technical background in software / application support, ability to converse with technical engineers including support & software engineers.
• Experience leading / managing a team of application / software support engineers / analysts.
• Experience implementing ITIL, relevant certifications are highly desirable.
• Ability to manage technical & non-technical stakeholders.
• Experience managing SLA's.

Main Benefits:

• Salary up to £60,000
• Lucrative bonus structure including guaranteed sign on & annual bonus
• 25 Days holiday (Bank holidays on top)
• Remote & flexible working options

Got your attention?

If you believe that you have the skills and experience for the role - then please get in touch. We also offer a referral scheme for any candidates whose details are passed to us that we successfully place. If you have any further questions then please contact Ryan Harris at Yolk Recruitment.

*Please note, whilst we do our best to contact all candidates, due to the high number of applications we receive we cannot guarantee this for every role. If you have not heard anything from us within 7 days of applying - then unfortunately you have been unsuccessful. Please keep an eye on our website for more opportunities.*

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