Technical Support Manager

Symphony Communication Services

Job Location:

Belfast - UK

Monthly Salary: Not Disclosed

Posted on: 8 hours ago

Vacancies: 1 Vacancy

Job Summary

About us @Symphony

Weve spent the last 10 years building a communication and markets technology company powered by interconnected platforms: messaging voice directory and analytics. Over 1000 institutions use our modular technology built for global finance. Security is in our DNA with uncompromising data protection end-to-end encryption and resilient architecture all created on a foundation of trust with our customers .

But that was only chapter one. Were now building on our purpose-built network expanding AI-powered real-time collaboration redefining flexibility with fully cloud-native software with our trader voice product and rethinking the industrys approach to identity verification connection and intelligence. .

The opportunity and our ambition are huge. But we need passionate dedicated individuals to get there. At Symphony we work hard and fast. Our unique blend of technology and financial services makes it an environment you wont get elsewhere.

Role Description:

Symphony is seeking an experienced and highly organised Technical Support Manager to leadour L1 and L2 Technical Support teams for the Symphony Voice (Cloud9) platform based inBelfast. This leadership role is responsible for overseeing day-to-day support operationsensuring the highest standards of service delivery and driving operational excellence acrossboth first and second-line support.

The successful candidate will manage a technically skilled team responsible for diagnosingtroubleshooting and resolving complex issues across Symphony Voice services. This rolerequires strong technical acumen proven leadership and the ability to collaborate effectivelywith Engineering Product and Site Reliability teams to deliver a seamless customer experience.

Responsibilities:

Team Leadership & Development: Lead mentor and develop the L1 and L2 Support teams fostering a culture of accountability collaboration and continuous improvement.
Operational Oversight: Manage ticket queues in Zendesk ensuring efficient triage prioritisation and resolution of customer issues related to Symphony Voice services including application support API troubleshooting connectivity and configuration.
Escalation Management: Own the escalation framework to L3 SRE and Development teams ensuring accurate documentation timely communication and effective resolution of complex incidents.
Quality & Process Improvement: Establish and maintain standard operating procedures perform regular ticket quality reviews and lead initiatives to improve response times resolution rates and customer satisfaction.
Collaboration & Stakeholder Management: Serve as the main point of contact between Technical Support and internal stakeholders including Product Engineering and Service Delivery to address recurring issues and share insights.
Reporting & Metrics: Define and report on key performance metrics (e.g. response times resolution times backlog management customer satisfaction) and present performance updates to senior leadership.
Training & Knowledge Management: Develop training plans technical documentationand knowledge base articles to upskill team members and promote self-service forcommon customer queries.
Incident & Problem Management: Ensure consistent handling of incidents and rootcause analysis (RCA) follow-up to prevent recurrence and enhance service reliability.

Required Skills & Experience:

3 years experience in a technical support or helpdesk environment with at least 2 years in a team leadership or management role.
Proven ability to lead a customer-facing support team in a fast-paced SLA-driven environment.
Strong troubleshooting skills with a working knowledge of Windows OS networking fundamentals (IP DNS VPN) SaaS platforms and ticketing tools (Zendesk Jira).
Excellent verbal and written communication skills with the ability to interact confidently with clients and executives.
Experience with VoIP/SIP technologies cloud PBX systems or trader voice platforms preferred.
Familiarity with SAML/SSO concepts and support processes.
Strong organisational and time management skills with the ability to manage multiple priorities.

Compensation:

Competitive salary
Bonus Plan
Benefits and Perks vary based on location.

Benefits and Perks:

Regional specific competitive benefits
Build your own Benefits (BYOB) perk
Many other fun and exciting benefits and activities!

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race religion color national origin gender sexual orientation age marital status veteran status or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process to perform essential job functions and to receive other benefits and privileges of employment.

Required Experience:

Manager

About us @SymphonyWeve spent the last 10 years building a communication and markets technology company powered by interconnected platforms: messaging voice directory and analytics. Over 1000 institutions use our modular technology built for global finance. Security is in our DNA with uncompromising ...

About us @Symphony

Role Description:

Responsibilities:

Team Leadership & Development: Lead mentor and develop the L1 and L2 Support teams fostering a culture of accountability collaboration and continuous improvement.
Operational Oversight: Manage ticket queues in Zendesk ensuring efficient triage prioritisation and resolution of customer issues related to Symphony Voice services including application support API troubleshooting connectivity and configuration.
Escalation Management: Own the escalation framework to L3 SRE and Development teams ensuring accurate documentation timely communication and effective resolution of complex incidents.
Quality & Process Improvement: Establish and maintain standard operating procedures perform regular ticket quality reviews and lead initiatives to improve response times resolution rates and customer satisfaction.
Collaboration & Stakeholder Management: Serve as the main point of contact between Technical Support and internal stakeholders including Product Engineering and Service Delivery to address recurring issues and share insights.
Reporting & Metrics: Define and report on key performance metrics (e.g. response times resolution times backlog management customer satisfaction) and present performance updates to senior leadership.
Training & Knowledge Management: Develop training plans technical documentationand knowledge base articles to upskill team members and promote self-service forcommon customer queries.
Incident & Problem Management: Ensure consistent handling of incidents and rootcause analysis (RCA) follow-up to prevent recurrence and enhance service reliability.

Required Skills & Experience:

3 years experience in a technical support or helpdesk environment with at least 2 years in a team leadership or management role.
Proven ability to lead a customer-facing support team in a fast-paced SLA-driven environment.
Strong troubleshooting skills with a working knowledge of Windows OS networking fundamentals (IP DNS VPN) SaaS platforms and ticketing tools (Zendesk Jira).
Excellent verbal and written communication skills with the ability to interact confidently with clients and executives.
Experience with VoIP/SIP technologies cloud PBX systems or trader voice platforms preferred.
Familiarity with SAML/SSO concepts and support processes.
Strong organisational and time management skills with the ability to manage multiple priorities.

Compensation: