Support Services Manager

at  Camping and Caravanning Club

THE CAMPING AND CARAVANNING CLUB IS THE WORLD’S OLDEST AND LARGEST CLUB FOR ALL FORMS OF CAMPING AND OUR AIM IS TO HELP PEOPLE ENJOY THE SIMPLE PLEASURES THAT CAMPING CAN BRING. IT’S AN EXCITING TIME TO JOIN THE ORGANISATION AND BE A PART OF OUR CONTINUED GROWTH.

We are recruiting for a Support Services Manager within our Technology department.
The Support Services Manager is responsible for managing and overseeing the day-to-day operations of the support services teams, ensuring the delivery of high-quality support to customers, internal staff, or clients. This role involves monitoring performance against service level agreements (SLAs), coordinating with other departments, implementing best practices, and driving improvements in support processes and customer satisfaction.

• Manage, mentor, and lead the support services supervisors, including service desk staff and technical support.
• Ensure that support services are delivered in line with SLAs, ensuring timely response and resolution of incidents, requests, and issues.
• Oversee daily operations and the overall performance of the support team, monitoring key metrics such as response times, resolution rates, and customer satisfaction.
• Produce and analyse reports on service performance, identifying trends and areas that need attention.
• Proactively manage risks related to support services and take actions to mitigate any potential service disruptions.
• Collaborate with vendors to escalate and resolve issues that require external assistance.
• To support relevant projects across the business to meet wider strategic organisational objectives.