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Head of Support

Ref: 9217778

  • €70,000 - €75,000
  • 14 May 2019
  • Waterford
  • Perm

Exciting things are happening

with our Waterford based client and they need ambitious, talented individuals to help drive them forward. Do you feel you can contribute to their success? They believe strongly in nurturing and developing their employees, and don’t just hire to fill gaps. They see their team members as crucial to the health and future of their company and so they see their start with the company as the beginning of a journey, not the final destination. They expect you to work hard but you will have some fun along the way. So why not be a part of this?

So who are they?

They provide platforms and systems that support their affiliates – some of the world’s leading privately owned media companies in the health, finance and travel industries. But their impact doesn’t stop there. Their expert teams strive to provide a fast-paced, flexible, and functional foundation for growth. Day-to-day, they build and support the enterprise applications used by the company’s businesses, allowing them to focus on the growth of their business. They currently have a vacancy for a Head of Support within their company. This person will have overall strategic responsibility for the business, and managing approximately 25 employees.

Job Responsibilities

• Oversee & lead a company comprising of: o Numerous multi-tiered support teams, o Business Intelligence department, o Technical Learning & Development/Customer Training department o Small Software Development team • Oversee the development and maintenance of procedures and documentation, and setting up of SOP’s; • Employee performance management; • Build and maintain affiliate relationship ensuring a clear understanding of their business goals; • Direct leadership team within the company ensuring vision and strategy is clear; • Frequently visit affiliate (client) sites across Europe to meet with teams - ranging from Production to Executive.

Role Requirements & Competencies

• Previous experience in a leadership role is essential • Ability to present confidently at senior leadership level; • Ability to motivate and lead management team in an ever-changing business; • Technical background essential; • Previous experience leading a technical support and customer training division is desirable but not essential; • Familiarity with Support Ticketing Systems, CRMs and eCommerce platforms, as well as an understanding of online/email marketing; • Must be able to independently prioritize assignments and communicate deliverables and timelines. If you’re interested in this or other IT jobs, please contact Hugh McCarthy on 021 422 1000 or email