Support Team Lead

Klipboard. Kerridge Commercial Systems (kcs); United States; Híbrido; USD 80.000 - 110.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work model

Descripción de la vacante

Klipboard is seeking an experienced IT Support Manager to lead the Helpdesk and ensure high-quality service delivery. Based in the United States with a hybrid work arrangement, you will manage a team, drive improvements, and maintain key metrics.

You will work across departments to resolve complex customer issues, develop proactive support processes, and deliver excellent customer outcomes while aligning with SLAs and company goals.

Formación

• Experience in a technical IT services environment.
• Experience in departmental management in IT services.
• Excellent written and verbal communication skills.
• Ability to work under pressure in a fast-paced environment.
• Strong documentation and reporting skills.
• Experience adhering to SLAs, OLAs and KPIs.
• Decision making under pressure.
• Multi-tasking capability.

Responsabilidades

• Motivate and lead Helpdesk staff toward high performance.
• Maintain up-to-date knowledge of supported applications.
• Improve service delivery by cross-functional collaboration.
• Lead continuous improvement to better serve customers.
• Own strategy input and implement departmental plans.
• Provide escalation support for customers and team.
• Monitor renewal rates, reduce churn, and manage SLAs.
• Attend service review meetings with customers.

Conocimientos

IT support

Team leadership

Communication

Documentation

SLA/KPI management

Decision making

Multi-tasking

Business awareness

Forward thinking

Herramientas

SQL Server

PostgreSQL

ERP systems

Descripción del empleo

Klipboard provides specialist software, services and support to deliver fully integrated trading and business management solutions to companies in the distributive trade - wherever they are in the world. With a unique depth of knowledge and experience in ERP/SaaS solutions, Klipboard has a wide range of clients includes wholesalers, distributors, merchants and retailers from small traders to multinational enterprises. Klipboard has offices in the UK, Ireland, The Netherlands, South Africa, Kenya and North America. Our mission is simple: to design and deliver high performance, integrated ERP solutions that enable our distributive trade customers to source effectively, stock efficiently, sell profitably and service competitively. Klipboard is a global, growing business that embraces AI and emerging technologies to enhance customer outcomes, collaboration, and continuous improvement. We're looking for people who are curious about or fluid with AI, open to change, and excited to learn how technology can improve the way we work and help our customers which is always supported by strong human insight and communication. Motivating the team and leading by example, enabling continuous improvement to deliver first-class support services. Ensure we provide a prompt, accurate and professional response or escalation to all incoming customer queries, with the aim of maintaining customer satisfaction in Klipboard and its products. Communicating via multiple media to maintain strong relationships across multiple locations., Ensure a first-class service to our customers:

Responsibilities

• Motivation and leadership of Helpdesk staff, promoting hard work, "no blame" attitude and a positive message
• To maintain an up-to-date knowledge of supported applications and developments.
• Keep abreast of industry standards and implement as required to develop service
• Work with other areas of business to improve holistic service delivery
• Develop self to keep the service and department up to date with external market
• Provide a role-model/aspirational figure within the team, delivering daily examples of expected levels of performance, self-development and "can do" attitude
• Identify and lead on tangible continuous improvement to better serve our customers
• Provide input into department strategy and lead on strategy implementation
• To undertake such training as deemed appropriate to the post held

Managing Direct Reports

• Perform regular 1-2-1 sessions to ensure well-being and career progression
• Ensure training, development and innovation activities for team
• Coach directs to ensure standards are maintained and improved
• Ensure action is taken on customer satisfaction surveys and other feedback
• Provide escalation support for customers and/or team

Customer Success Elements

• Increase Renewal Rates and Reduce Churn
• Monitor and Manage customer service delivery focusing on KPI achievement and call reduction
• Ensure that all customers receive an efficient, professional, high quality and consistent support in accordance with the Service Level Agreement
• Manage SLA adherence and customer satisfaction from transition/ deployment through to on-going BAU service in line with contractual service levels and deliverables
• Attend service review meetings with customers. Goal is to improve customer satisfaction and initiatives
• Advocate for the customer within the Company
• Develop a customer reporting pack presented to the customer base
• Implement and manage service improvement initiatives
• Be the go to person for escalations for customers ensuring customers have a get well plan for addressing their issues
• Measure and monitor Customer Sentiment proactively implementing strategies to improve this for customers.

Requirements

• Good IT skills with demonstrable experience in a similar IT support role
• Experience of departmental management in a technical IT services environment
• Ability to work under pressure in a fast-paced environment
• Excellent communication skills, both written and verbal, to convey technical information in a clear and concise manner
• Consistently produce high quality and detailed documentation and reports
• Experience of adhering to, implementing and improving service metrics i.e., SLAs, OLAs and KPIs
• Evidence of delivering productivity, innovation and quality in a similar role
• Confident leader, with the natural ability to motivate and lead a team
• Decision maker under pressure
• Understands priority and urgency of customers business requirements
• Business/commercial awareness
• IT culture awareness
• Forward thinking/proactive nature
• Multi-tasker

Desirable

• Knowledge and experience of Microsoft SQL Server or Postgres
• Knowledge of ERP or business IT systems
• ITIL Qualified

Hybrid Work Policy

At Klipboard we've introduced a flexible hybrid work policy, where employees spend three days in the office and two days working from home. This approach promotes a balanced work environment that combines office collaboration with the comfort and convenience of remote work.

The above duties and responsibilities should be regarded as neither exclusive nor exhaustive, as the post holder may be required to undertake other reasonably determined duties commensurate with the post, without changing the general character of the post.

Company Info

You may also have seen from our recent posts that we are excited to begin sharing our new company name - Klipboard. Kerridge Commercial Systems (KCS) is becoming Klipboard and our new brand is designed to bring together our expertise across distribution, automotive, retail, rental, transport management, manufacturing, and field service management.

We have offices based across the world and we are looking for talented individuals to join our growing teams. Due to our growth over the last few years it is an exciting time to join us as we enter our next chapter!

At Klipboard we've introduced a flexible hybrid work policy, where employees spend three days in the office and two days working from home. This approach promotes a balanced work environment that combines office collaboration with the comfort and convenience of remote work.

Equal Opportunities

Equal Opportunities As a global company, we value and respect the diversity of our workforce, aiming to empower everyone to embrace each other's differences. We are committed to creating an inclusive workplace where diversity, equity, and inclusion are integral to our company and culture. We recognize the benefits of a diverse workforce, where creativity and valuing differences enable us all to thrive and sparks innovation. If you require any help, adjustments and/or support during the interview and offer process then please advise our TA or HR team. Research shows that women and other underrepresented groups are less likely to apply for a role unless they meet every listed requirement. However, we recognise that skills and experience come in many forms, and we encourage you to apply even if you don't meet every criterion. If you are passionate about this role and believe you have the right mindset and transferrable skills, we would love to hear from you!