Description:
We are looking for an experienced Digital Support Manager to lead our hosting and web application support function. This is a pivotal leadership role within our agency, acting as the primary authority for service delivery and the senior point of contact for our high-profile clients including Public Sector.
This role requires a manager who is technically conversant, someone who understands the architecture of a web platform and can provide the necessary oversight to ensure customer sites remain secure, performant, and highly available. You will be the bridge between technical execution and client expectations.
What You’ll Be Doing
- Service Governance & Site Integrity: You will own the service delivery framework, managing all support operations for our hosting and website SLAs. You'll act as the vital bridge between the Support and Project Delivery teams, ensuring a smooth transition for new projects and providing feedback for future improvements. By monitoring SLAs, KRAs, and response times, you will ensure a high-performing support service and act as a senior point of escalation for clients, as well as internal and external stakeholders.
- Technical Escalation & Oversight: Act as the go-to person for hosting (AWS/Linux) and CMS (Drupal/WordPress) escalations. You will guide the support team through technical hurdles, ensuring that releases and infrastructure changes are handled with rigour.
- Client Relationship Management: Act as the senior escalation point for clients, leading service reviews and managing communications during critical incidents to maintain high levels of trust.
- Team Leadership: Lead, mentor, and develop a proactive support squad, fostering a culture of technical excellence and a "client-first" mindset.
What We’re Looking For
- At least 4 years of experience in technical service management within an agency or managed service provider environment.
- A strong understanding of how web applications interact with cloud infrastructure (AWS) to provide a stable support service to customer sites.
- Proven experience in managing critical incidents, providing both clear technical direction and structured client reporting.
- Due to the sensitive nature of our Public Sector contracts, British Citizenship is an essential requirement for getting clearance on this role.