About M247

We’re so proud of the people and team at M247; our success and growth are a real joint effort. The key to our amazing team is simple – we focus on recruiting the best person for the job. We then create opportunities and equip you with the skills you need to build a successful career.

Our vision is for M247 to be the digital growth and innovation partner of choice. Underpinned by our heritage in connectivity and unified communications (UC) and advanced by our passion for cloud and application-based innovation, we enable our customers to grow and compete in the digital era.

Every single person at M247 has a part to play in our future success, so we look forward to your application and hopefully welcoming you into our team!

Support Team Leader

Are you an experienced Support Team Leader and someone who’d relish the opportunity to work for a market-leading technology solutions business? If so, then read on…

Your role

In this exciting Support Team Leader opportunity here at M247, you’ll deliver across people leadership, incident management and continuous improvement as a key member of the Customer Experience team and the wider Customer Operations function, whilst collaborating with your peer group, each of whom leads teams of engineers and technical specialists supporting our customers.

As the ideal candidate, you’re likely to come from a comparable Support Team Leader role where you’ve line managed a team of Network Engineers of varying levels of experience (Apprentice to Line 3), whilst allocating the ownership of customer cases and incidents. As part of an expanding team, this is an ideal opportunity for a driven individual to take the next step in their career.

What you’ll do:

• You’ll day-to-day line manage a team with varying levels of experience (Apprentice to Line 3), whilst sharing business objectives, assigning workloads and motivating them to deliver positive outcomes and an industry-leading customer experience.
• You’ll ensure all departmental KPIs are delivered to the required standards and collaborate with your peers to collectively schedule resource across teams to ensure required cover is in place to meet customer demands.
• You’ll ensure all cases and incidents are owned end-to-end from creation to closure, regardless of whether the resolver group sits within their team or not, and ensure the required resource is available to answer inbound calls from customers.
• You’ll be responsible for ensuring the quality of the work of your team, driving best practices and coaching others where required, as well as leading their ongoing development and performance, and partnering with the People Team to recruit and onboard new hires.
• You’ll act as Incident Manager, when required, communicate effectively with M247’s customers during requests or incidents, present actions to be taken to recover or improve performance, and own escalations that involve the Support team.

Your package and perks

• Up to £35,000 (negotiable), based on experience.
• Healthcare Cash Plan and PERKS.
• Company Life Assurance scheme offering 3 times annual salary upon death in service.
• Auto-Enrolment Pension with 3% Employer Contribution.
• Free Car Parking (available 24/7 limited spaces).
• Hybrid office and remote working.
• Flexible working accommodated where possible.
• Enhanced Maternity and Paternity Pay.
• 24 days holiday, plus 8 days bank holidays and extra day to use on your birthday.
• Holiday purchasing scheme (up to 5 additional days).
• Employee Assistance Programme.
• Company sick pay.
• Refer a Friend Scheme – up to £1,000 reward for successful recommendation.

Your skills and experience

• Understanding of networking and monitoring tools.
• Line management or coaching of technical Apprentices and professional Engineers.
• Project Management or Continuous Improvement experience is desirable.
• Major Incident Management.
• ITIL Foundations V3 or above certification.
• Service Now experience is desirable.

What next?

Our established, expanding and exciting values-led business is bustling with diversity, talent and experience.

If you’re looking to develop as a Support Team Leader, want to join our team and work with the latest cutting-edge technology we want to hear from you.

Why not join us?

All applicants, regardless of gender, ethnic background, sexual orientation, age, religion, socio-economic status or any other factor will be treated equally and fairly in the application process.