Support Team Leader

at  Kinetic Software Solutions

Kinetic Customer Support is on a mission to completely change the way we work from the traditional Support models to newer customer centric ways of working, swarming and collaboration. The Support Team Lead role will be a critical part of this journey helping ensure the Support 1st Line team are enabled to perform their roles and act as a contact point between the team, the Head of support and other parts of the business. Fostering the team culture, representing the team, and helping them define their own development within the business is a key part to the culture and success of the team.

Key Responsibilities

• Lead and manage a team of Application Support Analysts, providing coaching, mentoring, and performance management around defined objectives.
• Develop and implement strategies to improve team efficiency and effectiveness
• Establish and maintain high-quality customer service standards for application support
• Supervise the processing of support tickets, ensuring timely and accurate resolutions
• Escalate complex issues to the appropriate technical resources
• Identify and implement process improvements for the application support function
• Work with our Support Excellence and Innovation Lead to ensure smooth change management
• Contribute to the development and documentation of knowledge base articles
• Stay up to date on the latest application technologies and trends
• Report on team level application support metrics and identify areas for improvement
• Collaborate with other teams to ensure seamless application support

Skills, Knowledge and Expertise

· Excellent understanding of IT infrastructure terms and concepts including Remote Desktop / Virtual Machines.

• Commercial experience of Remote Desktop Support, and/or Virtual Machine Support
• Awareness of Cloud Architecture with Azure, AWS or Google Cloud
• Knowledge and excellent understanding of relational databases

· Commercial Experience with Microsoft SQL Server

• SQL query writing and understanding
• HTML/CSS Knowledge
• Excellent problem-solving skills
• Ability to identify and recommend process improvements

Benefits

· Being part of an exciting team & working within a thrilling industry

• Performance bonus scheme
• 25 days holiday annually and public holidays in addition

· Company contribution to pension
· Excellent training and support with the potential to develop further.
· A company portal of staff benefits, which is customisable by you including private health care, life assurance, personal development, cinema tickets, wide range of discounts at retailers and much more!
· Kinetic provides excellent working environments at its offices, including kitchens with free tea, coffee and refreshments. Our social committee organises activities and events. All staff have access to a flexible benefits package.
About Kinetic
Kinetic was founded in 1998 with one aim: to develop the most innovative software to help university accommodation and conferencing teams deliver the best student and customer experiences possible.
Fast forward 25 years, and we are now the technology partner of choice to the worlds’ leading universities and colleges. We are ranked #1 on the APUC framework, ITS1051 AP, for student accommodation management, conferencing and events management, hotel management and multifunctional management systems.
We supply mission-critical software for over 350 customers, from the University of Nevada Las Vegas to Monash in Australia… Not to mention over 80% of universities in the UK.
Since 2015, Kinetic has been part of the Volaris Group. Volaris help strengthen and grow vertical market software companies so, like Kinetic, they become leaders in their industry.

• Lead and manage a team of Application Support Analysts, providing coaching, mentoring, and performance management around defined objectives.
• Develop and implement strategies to improve team efficiency and effectiveness
• Establish and maintain high-quality customer service standards for application support
• Supervise the processing of support tickets, ensuring timely and accurate resolutions
• Escalate complex issues to the appropriate technical resources
• Identify and implement process improvements for the application support function
• Work with our Support Excellence and Innovation Lead to ensure smooth change management
• Contribute to the development and documentation of knowledge base articles
• Stay up to date on the latest application technologies and trends
• Report on team level application support metrics and identify areas for improvement
• Collaborate with other teams to ensure seamless application suppor