Support Services Manager

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.

Daily duties and responsibilities will include:

• 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.

We are looking for the following in applications:

• An ITIL certification
• Significant experience in a support services or IT service Management role.
• A strong understanding of IT service management frameworks and implementing best practice.
• Experience with service desk tools and platforms (e.g., ServiceNow, Zendesk, JIRA).
• Excellent communication and interpersonal skills, able to work effectively with a variety of stakeholders.
• Analytical mindset, with the ability to identify trends, root causes, and areas for improvement.

The Camping and Caravanning Club is a fantastic place to work, with a supportive and dedicated team. We've been helping people enjoy the great outdoors for over 120 years and these days, as well as having campsites in fantastic locations we hold our own music festival, Torchlight.

We believe in rewarding our people for their hard work, so we have a great mix of benefits and opportunities, to give you the recognition you deserve:Benefits include 28 days annual leave plus bank holidays and holiday purchase scheme, 10% pension (5% / 5%), 3 x salary life assurance, an employee assistance programme, free staff membership for discounts on our Club sites and with our retail partners. We operate hybrid working, with 2 set days in the office and the option of working from home the remainder of the week.

We are especially keen to encourage expressions of interest from people currently under-represented within the Club, these include but are not limited to those from the LGBT+ community, people with disabilities, and people from ethnic minority backgrounds. We are an equal opportunities employer and actively committed to promoting equality and diversity, and the Club expects all staff, members and volunteers to share this commitment.We would encourage all applicants to apply as soon as possible as we may close vacancies early should we receive a high number of applications.

For this role, you must have evidence of the right to work in the UK. Please upload your anonymised CV to (url removed)

Applications close: 5th February 2025