Support Team Lead & Customer Success Coach

KERRIDGE COMMERCIAL SYSTEMS CORP; Lickey End; Hybrid; GBP 55,000 - 75,000; Full time

Job summary

Klipboard, formerly Kerridge Commercial Systems, is seeking an experienced IT Service Delivery Manager to lead our Helpdesk and ensure high-quality support. The role centers on motivation, training, KPI delivery and escalation management across locations, aligned with our hybrid work policy.

You will maintain knowledge of supported applications, monitor SLAs, and drive continuous improvement. Building relationships across departments, you will craft strategy, report on customer satisfaction, and

Qualifications

• Proven experience in IT service delivery or helpdesk leadership.
• Experience managing a technical IT services team.
• Ability to work under pressure in a fast-paced environment.
• Excellent written and verbal communication to convey technical information clearly.
• Ability to produce high-quality documentation and reports.
• Experience delivering productivity, innovation and quality in a similar role.

Responsibilities

• Motivate and lead Helpdesk staff, promoting a positive, accountable culture.
• Maintain up-to-date knowledge of supported applications and developments.
• Keep abreast of industry standards and implement improvements to services.
• Collaborate with other areas of the business to improve holistic service delivery.
• Develop self to keep the service and department current with market trends.
• Provide input into department strategy and lead on strategy implementation.
• Undertake training as deemed appropriate to the post.

Skills

IT leadership

Service delivery

Communication

Documentation

Team coaching

Education

ITIL Qualified

Tools

SQL Server

PostgreSQL

ERP systems

Job description

Klipboard, formerly Kerridge Commercial Systems, is seeking an experienced IT Service Delivery Manager to lead our Helpdesk and ensure high-quality support. The role centers on motivation, training, KPI delivery and escalation management across locations, aligned with our hybrid work policy.

You will maintain knowledge of supported applications, monitor SLAs, and drive continuous improvement. Building relationships across departments, you will craft strategy, report on customer satisfaction, and