We are looking for an experienced Customer Support Manager to take charge of our Helpdesk operations. This role will work closely with and support two Team Leaders, guiding them to achieve excellence in service delivery. You will be responsible for ensuring that our Helpdesk team meets agreed service levels, delivers high-quality outcomes for our customers, and operates efficiently as a 24/7, 365-day service.

• In this role, you will be coaching and mentoring the Team Leaders, ensuring that they have the tools, resources, and support they need to lead their teams effectively.
• You will monitor service levels and workflows, manage resourcing to match peaks and troughs in demand, and address escalated issues with a calm and solution-focused approach.
• You will take ownership of rostering, leave approvals, recruitment, training, and development, always striving to build a team that is engaged, capable, and delivering their best.
• You will also play a key role in maintaining strong relationships with our clients and internal stakeholders. This means understanding the needs of our customers, addressing their concerns promptly, and ensuring that every interaction reflects the high standards ECL Group is known for.