Job Description
Support Desk Manager
Our challenge….
2023 is going to be a year of great change for our product and the team to support it. Over many years it has become fundamental to our operations and those of our 130+ e-commerce clients as an internal system. We are now taking the brave steps and branching out into the SaaS world and need to build a team of exceptional, innovative staff to take us there.
The software is a cloud-based solution for e-commerce order fulfilment. What does that mean? Well, fulfilment is where we hold stock in our worldwide warehouses, orders come into the system and they are picked and packed, shipping is calculated and then despatched to the customer. But it doesn’t stop there, for us to be able to receive orders we integrate with online marketplaces (like Amazon, Ebay, Wayfair, etc) and that’s still only part of the story….. we also maintain the listings of products, stock levels, price changes and adding new products, so our software does a lot!
The main functions are to manage our Warehouse, Fulfilment and Logistics platform from start to finish in a secure environment with the GCP as our bedrock. From inventory management to controlling orders across multiple e-commerce sales channels, the system is the backbone of our company and ensures our global warehouse locations operate at peak performance 24/7.
What’s the team like?
I’d say we are a pretty diverse bunch, who get along together very nicely. We come up with some brilliant ideas on how to solve the businesses issues, almost on a world domination scale at times! When we are not changing the world, we work with some of the latest technologies to design, build and tweak the software so it can become the best in class.
We are passionate about finding solutions to make the process of moving goods around the world as seamless as possible, so our customers and their customers get a great experience. All this commitment requires a little downtime now and again to catch our breath, so our weekly #coffeebreak is a great way to connect both our office and remote workers for ½ hour of fun, share ideas and find out what’s happening in the team.
Your role….
Reporting directly to the Head of Technology, you will be responsible for ensuring our TechOps support desk operates effectively, to give responsive and helpful customer service and meet our SLA deadlines. Our support desk deals with tickets for our software, hardware and external back office systems.
We have already put a lot of processes in place using Jira Service Desk, but they need some tweaking to get the results we are after to make this a sleek operation.
To ensure we are constantly improving our procedures and processes that meet our hard-earned ISO certifications and introduce ITIL standards, you will need to be responsible for a small team of support staff and be the primary contact for all service escalations to make sure if things don’t go according to plan, we resolve them in a consistent and timely way.
By providing weekly KPI statistics & service improvement plans, working with the Head of Technology to build out a SaaS support structure, you’ll have a role that you can take charge of and have meaningful input into our future success.
Essential Skills…
- Considerable experience in managing major incidents and challenging escalations, political and technical.
- Previous line management experience.
- Considerable experience working on an IT support desk.
- Experience in developing and working on formal processes and performance targets.
- Ability to communicate and build collaborative relationships with stakeholders at all levels of the business.
- Display professionalism, customer service attitude, attention to detail and quality.
- Put the customer first in everything we do. It’s one of our Company Motto’s and it’s what we all try to achieve every day.
Nice to have….
- Knowledge of ITIL, qualified ITIL foundation level as a minimum.
- Any exposure in Logistics, Warehousing, Integration, SaaS environments
- We use JIRA Service Desk to manage all our incoming requests and JIRA Project Management system to raise all our Dev tickets, along with Confluence for our Knowledgebase and Help Guides, so any exposure to these Atlassian products will be a bonus.
Think this may be you?
Are you someone who has had recent experience managing and mentoring an application support team that needs to keep plates spinning to meet SLAs? Do you like putting processes in place to make things easier for the teams doing the work and keeping clients happy?
Can you remove yourself from the detail and see the bigger picture and motivate the team to work together for a satisfactory outcome?
Weekly meeting preparation is required including reviewing Dashboards, which you are free to make your own, so you can tell the story of how the week has been, what are the top issues facing the team and what we need to do to support the team to perform to it’s optimum.
This role will be office-based Mon-Fri and predominantly at our Bournemouth Airport location, with a weekly trip to our Christchurch office for a day. So, you’ll need to be able to get to both locations.
About us…
At I-Fulfilment we currently have around, 150 employees at our locations in Christchurch, Dorset, Bocholt in Germany, Virginia, USA. Last year we built a new office & warehouse at Bournemouth Airport to provide a unique working environment. We have a Gym, an amazing Sky Lounge with an outside viewing platform over the airport & on-site parking (visit smart-base.co.uk to find out more). This year is an exciting time for us with not only the software, but with our expansion plans becoming reality. It’s a great time to be involved in shaping our future. We look forward to meeting you.
www.i-fulfilment.com
To apply please submit your CV and a few words on why we need you!
Job Types: Full-time, Permanent
Salary: £30,000.00-£40,000.00 per year
Benefits:
- Employee discount
- Free parking
- On-site parking
Schedule:
- Day shift
- Monday to Friday
Ability to commute/relocate:
- Christchurch, BH23 6NW: reliably commute or plan to relocate before starting work (required)
Education:
- GCSE or equivalent (preferred)
Experience:
- Technical support: 2 years (preferred)
- Customer service: 1 year (preferred)
Work Location: In person