UK Expertise Centre Lead – BoxTop Support

The Descartes Systems Group Inc.; Windsor; On-site; GBP 90,000 - 120,000; Full time

Benefits offered by this job

Remote work options

Flexible hours

Great benefits

Competitive compensation

Job summary

Descartes is seeking a proven support leader to head the UK Expertise Centre for BoxTop, Descartes’ critical supply chain software. You’ll shape a high-performing, technically capable, 24/7 operation that resolves complex issues and scales with customer demand.

You’ll collaborate with Product, R&D and Software Development, drive incident and problem management, and mentor a distributed team to deliver exceptional service and continuous improvement.

Qualifications

• Proven experience leading a technical, application or enterprise software support team.
• Experience delivering service against defined SLAs and KPIs.
• Strong leadership, coaching and performance-management skills.
• Ability to prioritise competing demands and make decisions under pressure.
• Excellent written and verbal communication with stakeholders.
• Experience collaborating with Product, R&D and Software Development teams.
• Experience in supply chain or freight/logistics SaaS is valuable.

Responsibilities

• Deliver strong service performance by prioritising incidents and keeping customers informed through to resolution.
• Build a high-performing UK Expertise Centre team with clear expectations and accountability.
• Increase team capability via coaching, training, knowledge sharing and improved diagnostics.
• Strengthen management of escalations and major incidents with cross-team coordination.
• Build trusted relationships with key customers through proactive communication and service reviews.
• Reduce recurring incidents by analysing trends and implementing preventative actions.
• Develop scalable, 24/7 operation with recruitment, onboarding and performance management.

Skills

Team leadership

Incident management

SLA/KPI management

Customer communication

ITIL knowledge

SaaS / cloud apps

APIs / EDI

Ticketing platforms

Cross-functional collaboration

Tools

Ticketing platforms

Job description

Descartes is seeking a proven support leader to head the UK Expertise Centre for BoxTop, Descartes’ critical supply chain software. You’ll shape a high-performing, technically capable, 24/7 operation that resolves complex issues and scales with customer demand.

You’ll collaborate with Product, R&D and Software Development, drive incident and problem management, and mentor a distributed team to deliver exceptional service and continuous improvement.