Technical Service Manager

To support our growing and thriving business we are on the look out for a Technical Service Manager to lead ourTechnical Support Services team within the UK.

The Technical Service Manager is responsible for overseeing and leading the Technical Support Services team (2ndand 3rdline support). This role involves leading a team of technical support professionals, ensuring the delivery of high-quality support services to customers, and driving continuous improvement in service delivery. The successful individual will collaborate with cross-functional teams to enhance the customer experience, optimise support processes, underpin SLA Performance with insight and training, the individual will also ensure the team have the scale and skills to provide specialist technical expertise to our Fixed, Mobile and utilities customers.

Responsibilities;

Leadership & Team Management

• Lead, mentor, and motivate a team of technical support professionals.
• Set performance goals, conduct regular performance evaluations, and provide constructive feedback.
• Foster a positive and collaborative team environment, promoting teamwork and knowledge sharing.
• Allocate resources effectively to meet customer demands and service level agreements
• Monitor and manage team workload, ensuring optimal resource utilisation
• Identify staffing needs, participate in recruitment processes, and provide training to new team members.

Customer

• Ensure timely and effective resolution of customer technical issues and inquiries
• Collaborate with other departments to address customer concerns and provide solutions
• Drive continual service improvement within your team

Process

• Continuously evaluate and improve support processes to enhance efficiency and effectiveness.
• Identify areas for process automation and implement appropriate tools and technologies
• Develop and maintain standard operating procedures (SOPs) for the technical support team

Analysis and insight

• Analyse data, insight and key performance indicators (KPIs) to assess team and business performance.
• Prepare regular reports on support activities, trends, and performance metrics.
• Identify areas for improvement and implement corrective actions as needed

Stakeholder

• Collaborate with the Magdalene community to ensure the technical support skills remain relevant, effective, addressing both customer and business needs
• Support the wider business to deliver specialist training to project and engineering teams
• Support the business in bid and business development activities

Qualifications and Skills:

• You will be technically minded and possess an industry background ideally with experience of network operations.
• The ideal candidate will have good familiarity with switch and transmission technologies along with technical experience working within the utilities sector.
• A track record in leading and motivating a team, ideally of a technical support nature
• Excellent technical problem-solving and decision-making abilities
• Exceptional customer service and communication skills
• Familiar with ticketing systems and customer relationship management (CRM) tools
• Knowledge of technical support best practices and industry trends
• Ability to work under pressure and handle multiple priorities.
• Experience in analysing support metrics, reports and presenting
• Experience withinTransmission/switch / SDH/PDH technologies
  
  

About The Company

Why choose us?

We promise development and reward opportunities for those who have the passion, enthusiasm and work ethic to harness them. Our benefits include:

• 25 days annual leave plus bank holidays
• 4% matched pension scheme
• 2 x salary life assurance
• Access to our staff discount portal
• Health Cash Plan
• Cycle to Work scheme
• Employee assistance programme
• Recruitment referral scheme
• Payroll giving
• Enhanced Family Leave
• Company car or allowance

Inclusiveness

As a member of theDisability Confident Schemewe welcome applications from individuals who consider themselves as having a disability or long-term health condition. Please let us know if there are any reasonable adjustments we can make to aid your application and recruitment process.

As a gold award holder under theArmed Forces Employer Recognition Scheme, we are interested to hear from candidates who are currently serving in the military who may wish to transition to a civilian Job. We also welcome applications from Reservists, Cadet Forces Adult Volunteers, ex-forces personnel and military spouses / partners.

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Location: UK, GB

Posted Date: 9/27/2024