Helpdesk support manager

MCS Group is delighted to be partnered with a local Saas to recruit for a helpdesk manager for their Belfast team.

Our client is a market leader and offer bespoke software solutions for financial clients including banks, credit unions and insurance companies. They have over 4 offices across the globe and have developed an exciting AI product which has resulted in multiple awards.

Due to continuous growth and success, they have an opportunity for an experienced application support manager to join their team and oversee a team of 6 support staff, acting as a point of esculation and ensuring high quality service for their clients.

What you will be doing

• Be responsible for team performance ensuring SLAs are adhered to
• Act as point of escalation, trouble shoot and configuration across complex issues
• Triage support tickets throughout the day based on SLA and work loads
• Complete and plan System go lives
• Be responsible for staff training activities as well as mentoring junior staff
• Yearly performance reviews
• Be involved in management meetings
• Work with 3rd party vendors
• Partake in management, board meetings, project meetings
• Assist with ISO27001 Audit

About you

• Ideally you will have 3+ years experience in an helpdesk manager, support manager role or similar
• highly desirable you come from a Saas or financial services background
• Experience mentoring junior staff or leadership role
• Strong communication skills and ability to drive change
• Ideally you will have a third level qualification in a Business, IT or accountancy discipline

Why work here

• Flexible working options hybrid or largely remote
• Highly competitive salary DOE £40,000 - £50,000 & benefits pension scheme, healthcare scheme etc
• Paid training and development
• Positive culture and environment
• Flexible / hybrid working available
• Career development
• On site parking

To speak in absolute confidence about this opportunity please contact Melody Humphreys Specialist Recruitment Consultant at MCS Group 02896935497 or click the apply button below.

If this position is not right for you, we may have others that are. Please visit MCS Group www.mcsgroup.jobs to view a wide selection of our current jobs or give us a call 028 9023 5456