Job Description:

1st Line Support Manager

An excellent opportunity has arisen for a talented individual to join us.  As part of the Support team, you will learn about our business and our products, as well as our clients’ businesses. 

As 1st Line Support Manager you will work alongside the Head of Support to oversee the service desk operation in order to provide a consistent high level of support to the business and all clients defined by the service level agreements. You will also have the technical ability to coach and mentor the 1st Line Support team.

You will be highly motivated and a self-starter with a passion for Customer Service who enjoys the thrill of working in a challenging environment.

The 1st Line Support team needs to have the goal of achieving the highest standards in Support and customer relations.  Maintenance of and improvement in Support standards is the responsibility of the 1st Line Support Manager.  Ongoing training for yourself and your team is an essential requirement in order to meet and exceed our high standards. Service Level targets, Telephone and Email response metrics, Customer feedback and MCR staff feedback are all used to measure MCR’s Support performance.

Providing world class Support requires a holistic approach to customer service; the 1st Line Support Manager is required to work closely with management colleagues in developing the variety and nature of the services that MCR’s Support Department provides

JOB RESPONSIBILITIES

• Manage attendance of MCR’s 1st Line Helpdesk
• Manage the flow of day-to-day support tickets
• Communicate clear instructions to team members
• Monitor team members' participation to ensure the training being provided is being put into use, and also to see if any additional training is needed
• Listen to team members' feedback
• Handle first line escalations.  Escalate to the Head of Support as necessary.
• Create reports to update the company on the team's progress
• Distribute reports, internally and externally, to the appropriate personnel
• Continue to work on ticket backlog alongside Customer Support team
• In line with the business objectives deliver an achievable plan for the department ensuring adherence.
• As a growing service delivery company, the demands of the business and our clients will sometimes require work to be undertaken outside the normal working week, including evenings and weekends. Some out of hours work will be required in line with MCR Systems Overtime Policy
• Empathise with client needs whilst at the same time being ever mindful of the commercial requirements of the company.

PEOPLE MANAGEMENT:

• Training, developing and motivating of colleagues ensuring maximum efficiency
• Promote a positive culture and team working environment
• Hold Monthly 1-2-1 meetings (MAPs) with all members of the 1st Line team
• Lead by example showing initiative in gaining an in-depth knowledge of MCR Systems’ products suite.

JOB QUALIFICATIONS:

• Proven Support Analyst experience
• Strong analytical and problem solving experience
• Track record of delivering an excellent customer focused environment
• Experience within a software management company and knowledge of the Epos industry would be advantageous
• Several years previous work experience coupled with an IT based degree and / or MCP qualification would be an advantage

Your Personal Characteristics will include:

• Robust, focused and consistent
• Excellent communication, organisational, motivating and planning skills
• Sound judgment and personal integrity
• Genuine interest in raising performance standards
• Champion for customer service
• Ability to work under pressure and prioritise effectively when dealing with conflicting demands
• Solution orientated, with ability to prioritise
• Accurate, with high attention to detail
• Willingness to apply extra effort from time to time to ensure deliverables are met on time.

Salary will be commensurate with experience and job responsibilities. We offer excellent benefits.

Only candidates who are eligible to live and work in the UK need apply.

Business Unit:

MCR Systems

Scheduled Weekly Hours:

37.5

Number of Openings Available:

1

Worker Type:

Regular

Company Site

http://www.mcr-systems.co.uk/

                                                                                    

More About Jonas Software:

Jonas Software is the leading provider of enterprise management software solutions to the Country and Golf Clubs, Foodservice, Construction, Fitness & Sports, Attractions, Salon & Spa, Education, Radiology/Laboratory Information Systems, and Product Licensing industries. Within these vertical markets, Jonas is made up of over 65 distinct brands, which are respected and leaders within their own domain.

Jonas’ vision is to be the branded global leader across the aforementioned vertical markets and to be recognized by customers and respective industry stakeholders as the trusted provider of ‘Software for Life’ and as an ambassador for technology, product innovation, quality, and customer service.

Jonas Software is the valued technology partner of over 60,000 customers worldwide in more than 30 countries. Jonas employs over 2,000 skilled individuals consisting of a cross-section of industry experts and technology professionals.  Jonas is headquartered in Canada and also operates offices throughout North America, the United Kingdom, Europe, Australia New Zealand and Africa.  Jonas is a 100% owned subsidiary of Constellation Software Inc., headquartered in Toronto and traded on the S&P/TSX 60.

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