Head of Support

Role Overview:

Transvault Technical Support is the heart of the award-winning Transvault Partner and Customer Support structure. Mentoring our Partners’ Migration Engineers through complex data Migrations, the Support teams are there to ensure that our Partners deliver the most efficient and effective projects possible.

The Head of Support is the driving force behind these front-line teams, promoting excellence, monitoring performance, and creating improvements in process and systems which help the staff and Partners / Customers alike. This role requires a diligent technical professional with excellent interpersonal, leadership & management skills with the ability to proactively manage staff relationships, reacting swiftly and decisively to prevent high level technical escalations, and lead by example, assisting their team to ensure issues are resolved as swiftly and completely as possible.

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Key Responsibilities and Accountabilities

Develop and deliver departmental strategy, annual plan and budget

  • Define and manage the Transvault Support strategy, in support of the overall company strategy.
  • Develop and manage the annual Support budget, providing regular forecasts of progress against plan.

Manage and lead departmental resources

  • Manage the Transvault Support capability, setting team and third-party service objectives that contribute to the successful support strategy and plan, managing the achievement of relevant objectives.
  • Mentoring staff to fulfil their potential.
  • Coach the team in how to successfully manage and communicate with customers regarding open projects/issues to minimise their impact.
  • Manage and prioritise of support requests to deliver the best business outcome.
  • Review workloads and assign work packages.

Own and drive our Partner and Customer success objectives

  • Create, manage and schedule partner demo sessions to show case new features and continuously reinforce Transvault values and positioning with technical stakeholders within our partners.
  • Ensure that Partners are on-boarded successfully and smoothly, and that all relevant training is provided so that Partners are technically proficient and can support their clients efficiently.
  • Ensure that all completed projects for Partners have been signed off on data and lessons learned, whilst also providing insight for the Product and Engineering teams, gathered during the project.
  • Ensure that Partners receive a high level of technical support, providing guidance which enables them to resolve their issues whilst learning new knowledge and skills.

Effectively deliver departmental roadmap / projects / activities

  • Oversee 3rd Line technical & escalation assistance to both external Partners and the internal Technical Support team, proactively co-ordinating Escalations, sensitive issues and specialist technical problems back into the BAU processes, ensuring both our Support Teams and Partners are adhering to their responsibilities.
  • Monitor Issue Tickets & Creation of statistics and other Reports.
  • Manage the Ticketing platform.
  • Root Cause Analysis of major production issues.
  • Manage Escalations, ensuring issues are handled in a timely manner and within the immediate Support team where possible.
  • Contribute to, and review of Internal & External Knowledge Base (KB) articles.

Refine, implement and govern departmental best practices

  • Involvement in Internal Projects as required including:
    • New Process Improvements
    • Documentation Improvements
    • Internal System Changes
  • Impose, improve and adhere to support processes throughout the Technical Support Process.

Co-ordinate, collaborate and communicate

  • Develop strong internal relationships with key contacts in all company departments.
  • Ensure Transvault Engineering are made aware in a timely way, of any issues that might arise. Influence future product development strategies by providing feedback to management.

Be a Transvault Evangelist

  • Act as an “ambassador” for Transvault with our Partners – building long lasting relationships by fostering regular communication with their technical teams.
  • Champion Transvault’s new mission and values internally and externally.
  • Evangelise about Transvault’s solutions in any external engagement with Partners and clients.

Maintain industry and domain knowledge and drive innovation

  • Keep up-to-date with relevant technologies, systems and platforms relevant to business needs.
  • Attend training courses as required to meet business needs, either remotely, or on-site, and undertake certification as required by the company.

Outputs & Deliverables

  • Weekly & Monthly Support Reports and Statistics, such as
    – Staff tasks Rota
    – Ticket Quantity & Quality
    – Team Performance
    – Progression of Objectives
    – Project status
    – Training progress
    – Partner competency
  • Team Appraisals and regular One to Ones
  • Knowledge Base articles: Creation and Review
  • Technical Document authoring and editing
  • How To Guides and Ad Hoc Support documentation.
  • Ad Hoc Projects

Qualities and Values

  • We value people who are brilliant in their capability and the things that they make together.
  • We value people who continually improve themselves and the world around them to make a difference.
  • We value people who collaborate, who are a joy to work with and who get more from themselves and those around them, by working together effectively.
  • The qualities we look for include:
    – Ability to collaboratively influence at all levels of the business.
    – Ability to drive ambitious change within a business.
    – Comfortable with the unknown as the business explores new markets and customer requirements.
    – Customer focused and commercially orientated.
    – Ability to lead and collaborate within an agile team environment.
    – Strong organisational ability within an agile environment.
    – Able to work effectively with a globally distributed team.
    – Excellent communication skills – both internally and externally.
    – Ability to understand and manage complex technical products / projects.
    – Imaginative and creative to combat technical and operational issues.

Skills & Experience

  • Experience of working as part of a Management Team / collaborating with other Heads of departments.
  • Experience of working in a SaaS or traditional software company
  • Experience of managing a technical ITIL Service Desk function within a B2B business, ideally with significant partner interaction.
  • Familiarity with managing Customer Success functions
  • A strong team player, comfortable in sharing knowledge with colleagues, particularly in remote locations.
  • Confident and Calm under pressure.
  • Proactive and able to time manage and self-schedule based on priorities.
  • Structured and formal, yet flexible to cater for changes in requirements.
  • Data driven with the ability to create bespoke reports and generate insight.
  • Knowledge of Microsoft products, Email and/or general IT products and concepts.
  • Process-driven and self-motivating and an excellent team player.
  • Ability to communicate, influence and manage internal and external stakeholders in an effective, timely and tailored manner.
  • A confident, determined and self-motivated approach to everything done.
  • Focused, resilient and have a positive “can do” attitude, plus a willingness to make a real difference and commitment to continuing to work towards goals and objectives – even if setbacks and hurdles occur.

Core hours & working practices

  • Core working hours are: 09.00 – 17.30 UK time
  • As the team interacts with partners around the globe, the Head of Support manages a team on a rota that provides hours of coverage across UK working hours and relevant working hours in the US, alternating at a frequency to meet the needs of the business and the team.
  • There may be occasions when the Head of Support is required to flex their hours to support their team in successful completion of projects or to facilitate out of hours conference calls with Suppliers.

Company Values

These are our defining principles for how we do business. They set the personality of our organisation and guide the behaviours of everyone who works for us.

  • We do the right thing
    We say it straight and do it right. Every time. No excuses and no shortcuts.
  • We inspire the individual
    We believe that every individual’s experience matters – focusing on the people at the heart of data.
  • We deliver with pride
    We focus on outcomes. Going above and beyond to deliver the result our clients need.
  • We go further together
    We act with ambition and leverage our combined potential to achieve the seemingly impossible.

About Transvault

Since building the world’s first email archive migration tool in 2006, Transvault has successfully delivered thousands of migration projects across the world. We combine world-class technology with unrivalled expertise, experience and integrity; delivering Cloud Office migrations quickly, securely and seamlessly. Secure, robust, adaptable and extensible, our technology has been the driving force behind some of the world’s most challenging migrations.

From the straight-forward to uniquely complex, we focus entirely on outcomes; going above-and-beyond to make each project a success. When we come across a challenge, our commitment to adaptive development and market-leading support ensures we always deliver.

We’re passionate about solving complex challenges, so we say it straight and do it right. No excuses, and no shortcuts. World-class technology meets integrity. There’s no substitute for hard work, and our Partners, Managed Services and Support Teams work tirelessly and collaboratively to get the job done.

It’s why business trusts in Transvault.