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2nd Line Support Analyst Team Leader

About us

At Arbor, we’re on a mission to transform the way schools work for the better.

Our products are transforming the way schools use data to bring about positive change by empowering schools and teachers.  Arbor reduces the amount of time spent on administrative tasks, and increases their time where it matters, with the students!

Role Overview

Arbor’s users are the lifeblood of the business and providing them with 1st class technical support is paramount to the success of that relationship.   As team leader you will be responsible for the management, coaching and development of a team of four second line support analysts and managing Arbor’s problem and incident management process, as well as reviewing and improving our overall second line support processes.

In your role as 2nd Line Support Support Team Leader you will also work closely with Arbor’s CSA Team Lead to ensure we provide our customers with consistent and excellent support at all levels.

A day in the life of a 2nd Line Support Analyst Team Leader at Arbor

  • Line managing and coaching your team, delivering monthly 1-1’s, half-yearly performance reviews, and individual development plans to ensure the success of the team
  • Managing second line and Advanced Support ticket queues via Zendesk
  • Monitoring any outstanding incidents and working with Product and Engineering teams, including escalation of issues where necessary to ensure a timely resolution for customers
  • Owning the delivery of Arbor’s Advanced Support service
  • Being the technical interface between the Product and Engineering Teams, and the Customer Team
  • Identifying opportunities for service improvement
  • Working with Engineering and Project Teams to plan migrations of new schools
  • Supporting with Major Incident management

Role Progression 

In 1 month, you’ll be onboarding, getting to know your team and developing a sound understanding of Arbor’s MIS, by working closely with Support, Projects, Product, and Engineering teams

Within 3 months, you’ll be leading your team and proactively looking at ways to improve our incident response times and fixes, to meet internal SLAs and ensure critical issues are escalated and prioritised. You will also be producing some daily, weekly and monthly reporting and MI for Head of Support

Within 6 months, you’ll be seeing a reduction in problem tickets and overall improvement in customer experience. You will be developing and improving our technical support processes including our incident and problem management systems.

About you

  • You have commercial experience as a team lead in software support (Ideally in a SaaS environment)
  • You’re never more comfortable than when you’re in a Sql database!
  • You have experience using ticket management software such as Zendesk and/or JIRA
  • You’ve got past experience setting clear goals/objectives for individuals in teams you’ve managed
  • You have a keen eye for interpreting data in order to understand Arbor’s school user needs and develop insights

It would be great if you have:

  • An ITIL qualification

What we offer

Aside from the chance to work alongside a team of hard-working, passionate people in a role where you’ll see the impact of your work everyday.

  • We believe in supporting your professional growth and provide team managers with a training budget to spend on courses for you and your team
  • We promote positive well being and as part of this you’ll have access to our Employee Assistance Program as well as being able to speak to trained mental health first aiders
  • Frequent internal lunch and learns, opportunities to learn from colleagues, and dedicated time off to attend conferences or training
  • We are all currently WFH due to covid and will continue to provide flexible work arrangements post covid
  • We offer additional discretionary holidays, including half day Fridays during the school summer holidays

Arbor Education is an equal opportunities organisation

Our goal is for Arbor to be a workplace which represents, celebrates and supports people from all backgrounds, and which gives them the tools they need to thrive – whatever their ambitions may be.

We want to make sure we build the best products for our schools, and we passionately believe that starts with building a workforce as diverse as the communities we serve. We’re actively working on this, and we’re always open to feedback. Let us know your thoughts!

If you need any adjustments to be made to support you through the recruitment process, let us know at careers@arbor-education.com

Refer a friend: Know someone else who would be good for this role? You can refer a friend, family member or colleague, if they are offered a role with Arbor, we will say thank you with a voucher valued up to £200! Simply email: careers@arbor-education.com

Apply on company website

Old School Building, Calverley Street, Leeds LS1 3ED.


Job Vitals

Type: Full Time

Reference Number: 112690

In depth knowledge and understanding of using Arbor across all phases. Excellent communication skills and ability to manage multiple stakeholders at differing levels of seniority. Ability to critically analyse data to identify areas of opportunity and where efforts around customer success should be focused. Understanding of customer success as a discipline and what this means for Arbor. Proven ability to self-organise and work efficiently and effectively.

Type: Full Time
Categories: Analyst

1 Year + project coordination/ project management background, with a comprehensive understanding of best practice in coordinating or managing a project (SAAS experience preferred)  OR: 1 Year + experience as a team lead in a project office/ project management environment A leader who exemplifies the willingness to go the extra mile for our customers Experience setting clear goals/objectives for both individuals and teams Confident reporting achievements and challenges faced within the team to the wider business A proven track record in building relationships with key stakeholders, with outstanding communication and interpersonal skills, both written and verbal, and more.

Type: Full Time
Categories: Analyst

You have commercial experience in programme management, and bring a comprehensive understanding of best practice for managing projects/ programmes of work related to software deployments. You can demonstrated past experience leading and developing a team, by setting clear goals/objectives for both individuals and teams. Comfortable reporting on achievements and challenges faced within the team to the wider business. Eager to work in a  fast-paced, and results-oriented culture, demonstrating strong operating instincts, organisational skills and discipline. Data driven mindset always looking for story being told and developing actionable insights. You’re happy to travel to client sites (at least 30% of your time).

Type: Full Time
Categories: Analyst

Commercial experience as a QA engineer in an enterprise SaaS business, writing and executing test plans. Writing SQL queries to extract and validate data directly from database tables. You’re comfortable creating documentation, reporting on issues found, how they impact the customer and clear steps for reproduction. You have experience working with Product Managers to understand business requirements, and define acceptance criteria and test strategies around them. You are at home working in a fast paced agile environment.

Type: Full Time
Categories: Analyst

You have commercial experience as a project manager delivering software projects using project management frameworks such as Prince2. You can demonstrate past experience managing multiple projects concurrently in an agile environment, often with overlapping projects to tight timeframes. You’re comfortable working in a fast-paced, and results-oriented culture. You’re good at using data to solve problems. You’re willing to travel frequently to client sites (at least 30% of your time).

Type: Full Time
Categories: Analyst

3+ years experience training in an educational setting. Relevant background in the education sector. We are looking for people who are familiar with the terminology, processes within a school setting. Driving license required. Ability to understand and articulate technology to a range of individuals, including non-technical users. Excellent presentation and communication skills are essential. Have a positive approach to learning new things, troubleshoot potential issues and help provide solutions. Friendly, eager to get stuck in and always willing to help. Good sense of humour and able to inspire others. We are looking for someone who has initiative and isn’t afraid of a challenge! Desirable: having used an MIS system before.

Type: Full Time
Categories: Analyst