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Support Desk Manager

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ClearCourse

Feb 10

  • Job
    Full-time
    Senior Level
  • Customer Relations
    IT & Cybersecurity

AI generated summary

  • You need 3-5 years in support roles, 1-2 years managing teams, a relevant degree, strong technical skills, ticketing system experience, problem-solving ability, and golf industry knowledge.
  • You will manage a support team, monitor performance metrics, streamline processes, enhance collaboration with other teams, provide training, and ensure adequate support coverage year-round.

Requirements

  • 3-5 years in a support or customer service role, with at least 2 years in a technical support or help desk position.
  • 1-2 years of experience managing a team in a high-demand environment.
  • Proven ability to meet SLAs and manage performance metrics.
  • Bachelor’s degree in IT, Business, or related field (or equivalent experience).
  • ITIL, CompTIA A+, or Microsoft Certified IT Professional (MCITP) certifications are a plus.
  • Strong understanding of networking basics and cloud-based technologies.
  • Expertise in remote troubleshooting and technical support tools.
  • Experience managing ticketing systems such as Zendesk, ServiceNow, or Freshdesk.
  • Exceptional problem-solving skills, especially in escalation management and customer issue resolution.
  • Ability to train and develop a high-performing team.
  • A deep understanding of golf and the products we offer is crucial. You’ll be communicating with golf clubs and industry professionals daily, so familiarity with the terminology, operations, and unique challenges of the golf world is a must.

Responsibilities

  • Lead & Inspire – Manage and mentor a team of support analysts, ensuring they deliver top-tier technical support and customer service.
  • Drive Performance – Monitor and improve key performance metrics such as ticket resolution times, customer satisfaction, and team efficiency.
  • Streamline Support Processes – Oversee incident management, escalation procedures, and SLA adherence using support ticketing systems like Zendesk.
  • Enhance Collaboration – Work closely with Sales, Product Development, and Implementation teams to resolve cross-functional challenges and enhance our service to the golf industry.
  • Deliver Training & Development – Provide ongoing coaching and professional development to your team, improving their technical and customer service skills.
  • Manage Coverage & Scheduling – Ensure adequate support coverage across a 12-hour daily operation, 7 days a week, 365 days a year.

FAQs

What is the primary responsibility of the Support Desk Manager?

The primary responsibility of the Support Desk Manager is to lead and mentor a team of support analysts, oversee technical support processes, and ensure an exceptional customer experience for clients in the golf industry.

What qualifications are required for this role?

Candidates should have 3-5 years of experience in a support or customer service role, at least 2 years in a technical support position, and 1-2 years of experience managing a team. A Bachelor’s degree in IT, Business, or a related field, or equivalent experience, is also required.

Is knowledge of the golf industry necessary for this position?

Yes, a deep understanding of the golf industry, including familiarity with its terminology, operations, and challenges, is crucial for effectively communicating with golf clubs and industry professionals.

What kind of training and development will the Support Desk Manager provide?

The Support Desk Manager will provide ongoing coaching and professional development to the support team, helping improve their technical skills and customer service abilities.

What tools or systems will I need to be familiar with for this role?

Candidates should have experience managing ticketing systems such as Zendesk, ServiceNow, or Freshdesk, and a strong understanding of networking basics and cloud-based technologies.

What kind of performance metrics will I be responsible for monitoring?

The Support Desk Manager will monitor metrics such as ticket resolution times, customer satisfaction, and team efficiency to drive performance improvements.

Will I be involved in cross-functional collaboration?

Yes, the Support Desk Manager will work closely with Sales, Product Development, and Implementation teams to resolve challenges and enhance service delivery within the golf industry.

What is the expected work schedule for this role?

The Support Desk Manager will ensure adequate support coverage across a 12-hour daily operation, 7 days a week, 365 days a year.

What certifications are considered a plus for this position?

ITIL, CompTIA A+, or Microsoft Certified IT Professional (MCITP) certifications are considered a plus for this role.

What are the benefits of working with Club Systems?

Benefits include a leadership role in a dynamic support team, the opportunity to make a significant impact on service experience in the golf industry, a collaborative culture, and competitive compensation with professional development opportunities.

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ClearCourse

Industry-specific and market-leading software, payments and services for UK SMEs.

Technology
Industry
1001-5000
Employees
2018
Founded Year

Mission & Purpose

We’re a software and payments business founded in 2018 with investment from Aquiline, a New York and London-based private equity firm. Operating across five divisions - Business Services, Events & Leisure, Membership Services, Payments, and Retail & Hospitality – we provide over 30 different software solutions that are fundamental to small and medium-sized enterprises (SMEs). As a company, we’re entirely guided by our FAIR™ values – Future-Proofed, Approachable, Integrity, Responsible – and we champion and celebrate diversity, equity, and inclusion. Our sites are bursting with the enthusiasm and expertise of more than 900 ClearCoursers that serves over 20,000 customers and countless consumers across the UK and Ireland. Our vision is to build a brilliant software and payments business, and our mission is to build it with the best people and products, and by integrating our software and payments platform, to deliver the best solution for our customers. We’re strongly advocating for Working Better Together™ - software gets better and more effective when it integrates with other software, and teams get stronger when we can bring brilliant people together.

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