Digital Support & Service Manager

JBi Digital•London, CA

74d•Hybrid

About The Position

We're hiring a Digital Support and Service Manager to lead our hosting and web application support team. This is a key role where you'll be the main point of contact for our clients' technical support needs. You'll be hands-on, managing the day-to-day support, setting service levels, and making sure our platforms are always available, secure, and maintained. You'll also lead a team that proactively helps our customers and works with other teams to deliver the best possible service.

Requirements

At least 4 years of experience in technical support and maintenance, preferably within a digital agency, managing complex digital builds for high-profile clients.
You love helping customers and are always looking for ways to support, improve services, and build/support better digital experiences for thier platforms.
An understanding of hosting platforms and maintenance (e.g. AWS, Linux Servers
Knowledge of web tech (Databases, API’s) and Website CMS’s (Drupal, WordPress)
You're a natural leader who enjoys mentoring and developing a team, setting clear expectations and fostering a culture of client care.
You have a proven ability to build strong relationships with clients and act as the main escalation point, ensuring their satisfaction.
You are organised and methodical, with experience in defining and refining support processes, managing SLAs and KPIs, and introducing new tools or automations.
Understanding of the ITIL framework or service management methodology
Experience in incident management, including owning the response process for urgent issues and ensuring root cause analysis is performed and documented.
Excellent communication skills, both written and verbal.
Hands-on experience with service desk tools, e.g. Jira, Zendesk, ServiceNow.

Nice To Haves

Previous Security clearances preferred.
You will be required to go through Security clearances during your employment

Responsibilities

Service & Team Management:
Lead, mentor, upskill and develop the support team, setting clear expectations whilst fostering a positive, proactive culture.
Act as the bridge between the support and project delivery teams, ensuring a smooth transition for new projects and providing feedback for future improvements.
Manage all support operations for our hosting and website SLA’s, acting as a point of escalation for both clients, internal and external stakeholders
Monitor SLA’s, KRA’s and response times, ensuring a high-performing support service and team behind it.
Customer Support & Management:
Be the go-to person for all digital support, maintenance and hosting escalations.
Be the main point of contact for client escalations, building strong relationships, and ensuring high satisfaction through regular support catch-up meetings, service reviews, and communication.
Understand customer needs and take ownership of their support queries, ensuring the team is objective and future-proofing client development.
Manage communication between clients, internal teams, and other stakeholders.
Coordinate our response to incidents, identifying their urgency, overseeing the team and ensuring resolution is carried out in a timely manner with clear incident reporting to be shared within SLA driven timescales.
Manage the support function to ensure it is profitable, and you'll identify opportunities to upsell and renew support contracts.
Process, Improvement & Documentation:
Own and lead the support desk and service delivery for the agency, defining and improving processes to boost efficiency.
Drive support process automation and documentation, identifying recurring issues and updating processes to mitigate them in the future.
Lead with the ITIL framework in mind, work with our project management office to optimise workflows for support delivery within your immediate team and across the business. Identify when new tools or methodologies are needed and help integrate them into the business.
Technical Oversight and Release Management:
Monitor the performance of our platforms and ensure they are delivering the service required by the client
Oversee and manage support deployments and ensure the right processes are being followed, documentation is shared, and teams are accountable.
Collaborate with product, hosting and dev teams to ensure platforms are kept up to date and secure with the latest updates