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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

Experience working in either a project, customer support, admin or software environment. Ability to work as a team player and willingness to get stuck in. Effective communication with customers, ability to understand their needs, and communicating instructions clearly. Strong organisation and attention to detail. Ability to work and interpret high volumes of data to analyse, present information and make decisions. Understanding of the national educational landscape is desirable. Capable of working effectively within an entrepreneurial, fast-paced, and results-oriented culture, flexibility to react and adapt to changing scenarios. Ability to find solutions that will deliver outcomes. Proficient in Microsoft and Mac OS Platforms, able to use Excel/ Google Sheets to a high level of expertise. Willingness to travel to client sites.

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Type: Full Time
Categories: Analyst