Support Operations & Communications Lead (SAMpeople)

Location: Wakefield, Hybrid

Salary: up to £32,550

About the role

We are looking for a versatile, data-driven professional to bridge the gap between technical support engineering, internal stakeholders, and our customers. This role is a unique hybrid of Incident Management, Strategic Communications, and Data Analytics. You will be responsible for orchestrating the response to critical issues, keeping all parties informed, and translating support data into actionable insights that drive our bug sprint planning and Learning Management System (LMS) content.

Key Responsibilities:

Incident & Process Coordination

• Act as the central point of contact during high-priority incidents, managing the workflow between engineering, support, and product teams.
• Standardise the path to resolution to ensure no bottlenecks occur during cross-departmental handoffs.
• Conduct post...