Support Services Supervisor

Location: Tile Hill

Support Services Supervisor

Full time  37.5 hours a week £41,000- £45,000pa

The Camping and Caravanning Club is the world's oldest and largest Club for all forms of camping and our aim is to help people enjoy the simple pleasures that camping can bring.

We are recruiting for a Support Services Supervisor to work within our Technology & Change department.

The Support Services Supervisor is responsible for overseeing the day-to-day operation of the Support Services teams, ensuring the delivery of high-quality support to customers and internal colleagues. The role combines day-to-day supervision with hands-on technical support, including ownership and resolution of tickets and acting as a technical escalation point for the team. This role involves monitoring performance against service level agreements (SLAs), coordinating with other departments, implementing best practices, and driving improvements in support processes and customer satisfaction.

This role will deputise for the Support Services Manager.

This role will also take part in the on call rota.

Daily duties and responsibilities will include:

Motivate, train, coach and equip the team to enable excellent service levels to be provided

Conduct regular performance reviews, provide feedback, and support staff development

Ensure that support services are delivered in line with SLAs, ensuring timely response and resolution of incidents, requests, issues and escalation

Monitoring key metrics such as response times, resolution rates, customer satisfaction

Act as a technical escalation point for the Service Desk, taking ownership of complex or stalled tickets and working directly on their diagnosis and resolution

Manage resources effectively and ensure cost effectiveness

Act as a liaison between the support team and internal or external stakeholders, ensuring clear communication and alignment on service needs

Engage with customers and end-users to gather feedback, measure satisfaction, and identify areas for improvement

Drive continuous improvement of service operation, remaining fully compliant and identify opportunities to increase efficiency and optimise flows

Ensure support processes are documented, standardised, and regularly reviewed for effectiveness and efficiency

Collaborate with vendors to escalate and resolve issues that require external assistance

Forecast and allocate resources to ensure the support team is adequately staffed and equipped to meet demand

Support of disaster recovery actions

This role will also support the Service Desk on call rota, currently working 1 in 5.

We are looking for the following in applications:

ITIL Certification

Proven experience in a support services or IT service supervisory role

Experience managing and leading support teams in a fast-paced environment

Experience with service desk tools and platforms (e.g., Service Now, Zendesk, JIRA)

Experience in a technical IT role, with proven strong technical expertise

Experience with Microsoft technologies, including cloud-based services like Microsoft 365

Strong understanding of IT service management frameworks (e.g., ITIL) and experience in implementing best practices

Experience with service desk tools and platforms (e.g., Service Now, Zendesk, JIRA)

Strong leadership and people management skills, with the ability to motivate and develop a high-performing team

Excellent communication and interpersonal skills, able to work effectively with a variety of stakeholders

Problem-solving and troubleshooting skills

Strong organisational skills, with the ability to manage multiple priorities and deadlines

Customer-focused approach, committed to delivering high-quality support services

The Camping and Caravanning Club is a fantastic place to work, with a supportive and…