Job Description

Tevalis is a well-established and rapidly growing industry-leading EPOS, Enterprise, and integrated technology solutions provider with offices in the UK, Middle East, and APAC regions. Using our development expertise and industry knowledge, we build in house EPOS systems, solutions, and services to the hospitality industry of all shapes and sizes, from single independent operators to enterprise multi-site chains and leading brands. We currently support on-premises systems and enterprise platforms for more than 2,000 operators globally. Our clients operate in key sectors that include Restaurants, Food Halls, Pubs and Clubs, Quick Service and Kiosks, Hotels, Theatres and Cinemas, Private Members' Clubs, Hotels, Leisure Venues and Stadia & Arena.





We are looking for an office-based experienced

Support Manager

who will lead and manage a frontline team and deliver exceptional technical support and customer service for our EPOS technology. This role requires a strong focus on customer satisfaction, ensuring that all technical issues are resolved efficiently and effectively. The

Support Manager

will be responsible for maintaining high standards of professionalism and capability within the team, handling escalated cases, and providing timely updates to clients and internal stakeholders. By fostering a customer-centric culture, you will ensure that our clients receive the best possible support experience.



In addition to customer focus, the

Support Manager

will play a crucial role in team management and technical proficiency. This includes overseeing the daily progress of support cases, managing team workloads, and ensuring adherence to support processes and standards. You will also be responsible for conducting regular quality assurance checks, providing training and development opportunities for team members, and collaborating with other departments to ensure smooth ticket transitions. By leveraging your technical expertise and leadership skills, you will drive continuous improvement in support operations and contribute to the overall success of Tevalis.

Roles and Responsibilities

Ensure that Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) are delivered. Take ownership of escalated cases and work with the business to ensure prompt resolution and regular updates to the customer. Assist your team members and the wider technical support team in prioritising their workload and queues. Support the prioritisation of development bugs and defects backlogs to ensure that the right tickets are worked on in the right order. Monitor and manage your team's performance and adherence to case handling and recording standards. Conduct regular 121s and coaching to develop the skills and capabilities of your team. Monitor schedules, demand requirements and forecast volumes to ensure adequate coverage of frontline teams when our customers need us. Recruit, train and retain a skilled team of technical support personnel. Support critical incident management processes to ensure clear identification of issues, supporting root cause analysis to aid timely resolution for customers. Manage disciplinary and performance issues closely and according to the policies of the business particularly in relation to absence management and the annual performance cycle. Work closely and build strong relationships with all teams in the business, particularly customer facing ones, to ensure timely resolution and support for customer issues. Drive continuous improvement of workflows and procedures to ensure the customer journey is seamless and efficient.

Required Skills, Experience & Personal Qualities

2 years plus experience in leading and managing teams in a customer facing, B2B environment. Demonstrated ability to maintain high standards of customer service and satisfaction preferably in an enterprise software business. Strong technical expertise with the ability to manage technical cases through to resolution. Skilled in performance management techniques with experience in 121 performance discussions and coaching sessions that drive and improve results. Experience of incident management processes including root cause analysis and customer communications. ITIL qualifications are a significant plus. Well versed in prioritisation of tasks ensuring a balanced, logical approach to decision making. Able to make tough decisions and then communicate outcomes and impacts clearly and convincingly. Dedicated to a continuous improvement and customer focused culture. Advocates for improving the customer journey and experience. Excellent collaborator and communicator, able to build relationships internally or externally and with all levels within organisations. Experienced with IT Service Management and/or ticketing systems (ideally Halo ITSM). Experience in the hospitality industry is a plus but not essential.

Benefits

Competitive salary

: 30,000 to 32,000.

Additional holidays

: 25 days plus bank holidays, plus up to 5 extra days for 5 years service (pro rata)

Birthday off

: Paid day off on your birthday

Enhanced company sick pay

: Above statutory requirements after probation period

Enhanced maternity pay policy

: Supporting working families

Enhanced paternity pay policy

: Supporting working families

Death in service life insurance

: 3 x annual salary from day 1

Leave policies

: Bereavement, compassionate, and special circumstances leave

Employee referral programme

: Earn rewards for successful referrals

Employee Assistance Programmes

: Including Unum Help@Hand and access to the local gym at Bridgehead Business Park, along with employee perks and discounts platform

Free on-site parking

: No parking costs when coming to the Hessle Office

Company pension

: 3% employer contribution, 5% employee contribution

Branded workwear

: Professional appearance support