Manage multiple teams of Specialists and team leads to ensure the successful support of the user base and the continuous improvement of team capabilities and performance.

Key Responsibilities and Outputs

• Manage not only specialists within the team but also those with lead/supervisory responsibility of other staff across Turnitin products

• Actively participate in responses to live service outages and post mortem activities, always with a customer first mindset 

• Identify future areas of improvement and risks, and proactively work to prevent/limit both customer and team impact

• Deliver regular reporting and MI to track KPIs and monitor performance at team and individual level – share with Support Director.

• Manage team performance, agreeing clear goals and targets at both an individual and wider team level, reviewing performance formally and informally, givin...