Support Manager

VON Consulting is an HR Consultancy company, providing solutions and services in the following areas: recruitment and executive search, personnel leasing, payroll, administration and training.

Ideally degree level educated or equivalent experience and diplomas;
Fluent in English;
Previous experience in a management role:
Performance management, reporting and managing critical issues;
Planning and staffing;
Service management methodologies;
Incident Management, Problem Management and Incident Analysis;
Technical background is required; (e.g. operating systems (preferably Linux), database, networking;)
Excellent written, presentation and communication skills;
Strong analysis skills and attention to details.


Nice to have:

French will be a plus;
Previous experience in managing a technical support team;

Lead and manage the team in the scope of delivering high-quality services that meet and exceed the contracted commitments e.g. timelines, SLAs, quality etc.
Take responsibility for the transfer to support of new projects;
Take responsibility of implementing bug fixes under production/QA environment
Manages the follow-up of the incidents:
-Compliance with agreed response time;
-Incident analysis;
-Coordination of necessary resources for troubleshooting;
Provide support and encouragement to other team members and participate in the up-skilling and training of colleagues and new staff;
People management and technical coordination;
Performance management for Support Engineers;
Hiring and Staffing;
Ensure timely and efficient resolution of problems handled by the Support Engineers;
Responsible for providing reports to the upper management
Manage critical or escalated issues in such way to meet the customer’s expectations;
Plan and ensure that the team is ready for support and service at any required moment;
Very good understanding of the workflow and processes within the company.