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Form of workTechnical Services Manager
Managing the Technical Support Desk consisting of 6 engineers with the look to expand the team in the next 6-12 months. Responsibilities include managing the call logging team to enhance the customer experience, monitoring and the monthly reporting of remote corrective and preventive calls across both the technical support and call logging teams to support service delivery.
Key Job Responsibilities
* To support the Head of Technical Services and IT Operations Director in service delivery.
* Support the Head of Technical services in all aspects.
* Manage and provide training to the support desk and call logging teams.
* Continuous review for improvements
* To manage technical support desk, shift patterns, holiday records, sickness etc.
* To manage resourcing in the event of sickness, leave or staffing problems by supporting other areas.
* Provide coaching by remote monitoring and parallel listening in response to identification of trends and opportunities, and coach staff accordingly.
* To recruit, motivate, manage, and retain a highly skilled technical engineering resource within their remit.
* To provide technical support to end users and engineers both internally and externally,
* To provide monthly stats & performance reports to the Head of Technical Services.
* Any other reasonable requests from the Head of Technical Services and SLT members.
* Implement and act in accordance with all company policies including but not limited to information security policies, environmental, quality and Health and Safety.
Essential Requirements for the job:
* Minimum of three years' experience of Technical Support or similar supervisor or managerial function
* Experience of managing and coordinating complex and time restricted activities
* High degree of planning and organisational skills
* Effective time management skills
* Excellent communication skills both verbally and in writing
* Good interpersonal skills with the ability to build strong relationship within the business and clients.
* Good general technical knowledge and experience
* Demonstration of a high level of competency with regard to analytical thinking and problem solving.
* Experience in managing a high-volume security technical support team or department in a similar service industry.
* Highly motivated, with a real passion for personal development and ability to act on own initiative.
* Hands-on technical team leader and people manager.
In Technology Group Ltd is acting as an Employment Agency in relation to this vacancy.
