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    • Proven experience managing a support or service desk team.
    • Reports to: Director of Operations.
    • Team: Six Service Desk Agents across the UK and Australia.
    • Use your specialist BSC and Participant Management knowledge to support operational decision-making and continuous improvement.
    • You’ll work closely with operational managers and clients, using data, insight, and practical experience to support service delivery and drive positive change.
    • Ensuring residents receive effective support, advice, assessment and regularly reviewed support plans.
    • You will manage and support a dedicated staff team,…
    • Work in partnership with the other Service Desk Supervisors to support best practice.
    • Assist Service Desk manager with management and production of staff rota…
    • Streams and broader warehouse operations support.
    • Support across the wider warehouse ecosystem.
    • Safety and compliance standards across all operational…
    • Lead daily team briefings, including safety updates and operational targets.
    • Knowledge of relevant safety regulations, compliance standards, and operational…
    • Resolve queries and support problem-solving to ensure effective outcomes for service users and stakeholders.
    • This role offers a starting salary within Nacro’s…
    • Champion a culture of innovation and operational excellence.
    • Maintain robust compliance standards across all operational activity.
    • This is a leadership position with real responsibility supervising an operational team, coordinating technical responses, and maintaining operational integrity…
    • Experience of supervising, supporting and developing operational teams.
    • Act as a point of escalation for operational and technical issues, ensuring problems are…
    • Collaborate & Deliver: Manage suppliers and partner organisations to support consistent, high-quality service outcomes.
    • Proven experience leading, coaching and developing operational or service-focused teams.
    • Demonstrable ability to motivate teams and support individual…
    • Relevant operational experience within the Water Industry.
    • Demonstrable leadership experience within an operational setting.
    • Full time, 37 hours per week.
    • Experience working with multiple stakeholders across operational and support functions.
    • Lead and support operational managers, creating clear accountability and…

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ClearCourse logo
Support Manager
ClearCourse
·
2.8
Newcastle upon Tyne NE28
•
Hybrid work
Full-time
Apply now

Job details

Pay information not provided
Employee discount, Employee assistance programme, Cycle to work scheme
Full-time
Hybrid work in Newcastle upon Tyne NE28

Full job description

SUPPORT MANAGER

Hybrid, Newcastle
Reports to: Director of Operations
Team: Six Service Desk Agents across the UK and Australia


ABOUT THINKSMART

We build software for children's activity providers, helping thousands of clubs across the UK and Australia give kids great experiences. We're growing fast, and brilliant support is how we keep customers happy.


ABOUT THE ROLE

Lead our UK and Australia support team and shape how we deliver support as we scale. Deputise for the Head of Support and build a path into senior leadership.


Requirements


WHAT YOU'LL DO

  • Coach and develop a team of six across two time zones
  • Own service quality and customer experience
  • Be the go-to for escalations
  • Manage rotas to cover UK and Australian hours
  • Turn service desk data into insight that cuts repeat contact
  • Improve our processes, tools and knowledge base


WHAT YOU'LL BRING

  • Proven experience managing a support or service desk team
  • Strong grasp of incident, request and problem management
  • Experience reporting on trends and service performance
  • Flexibility to work early or late for Australian hours
  • Bonus: SaaS and multi-time-zone experience


WHO YOU ARE

Customer-first, organised, resilient and a natural problem solver.


Benefits

  • 25 days holiday plus bank holidays
  • Hybrid and flexible working options
  • Private medical cover
  • Health cash plan
  • Life assurance
  • Access to the Calm wellbeing app
  • Perkbox employee benefits platform
  • Enhanced parental leave
  • Cycle to work scheme
  • Volunteering days
  • Employee Assistance Programme
  • Ongoing learning, development, and career progression across the ClearCourse Group
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