Do you love a challenge but want to work somewhere that’s fun and engaging?

Are you someone who is really process driven and always working to improve efficiency but also able to keep your customers at the heart of everything you do?

Can you approach new technology with confidence?

Purpose of the role

To manage and lead a small second line support team, working together with other Service Managers to improve quality, efficiency and performance within the Technical Service Desk structure and across the business. To manage and lead internal change projects and be responsible for problem management within the Service Desk.

The Role

Reporting to the Director of Operations you will manage a team of Technical Support Analysts ensuring there is a second line technical support service in place for our customers from 8:30 – 5:30 Mon – Fri, with occasional out-of-hours working when required.

As a point of reference for the Technical Support Team you must be able to make sound decisions and remain calm under pressure with strong project management skills.

The Technical Support Team deliver a wide range of services within our business including second line support for wide range of bespoke software solutions, production of technical documentation (release notes and change request specifications), software development testing and change release management. You will be responsible for the quality of the work delivered by the Technical Support Team; therefore you will be motivated by continuous improvement and drive team engagement.

You will deliver innovating ideas on how to improve efficiency and performance across the business. You will identify and deliver opportunities for service and overall business improvement, driving the analysis, identification, prioritisation and implementation of improvements and efficiencies.

About Us

There’s a real sense of family and fun at WebBased; we’re are a small software development company established in 2001, we have a long standing and loyal customer base. We’re passionate about what we do so we work hard and we’re a busy team, but we also believe it’s important to have fun; we have regular social events, quizzes and games; and we find great excuses for cake as often as we can!

Providing bespoke software solutions for local authorities, multi academy trusts and membership organisations, we’re supporting our customers and their staff with developing and recording their continued professional development and traded services. Under new ownership for nearly a year now, we are looking for an enthusiastic and self-motivated customer support analyst to join our existing team. This is an exciting opportunity to join an established business with a new drive for growth and innovation.

    To find out more and read the full Job Description Apply Now

    Why work with us?

    We place huge importance on caring for and developing our people. If you join us, you can expect a good
    work-life balance and the training and support you need to succeed in your role and continue to progress.

    You can also expect:

    • Free breakfast
    • Free tea/coffee and fruit
    • A friendly atmosphere
    • Flexible working hours

    For more great reasons to join us,
    click here.