Technical Support Manager

London Appointments Limited
Hemel Hempstead
£40,000 to £46,000pa with excellent benefits
25 Sep 2017
03 Nov 2017
Contract Type
Full Time
An excellent opportunity has arisen with my Client, a leading traffic solutions company who require a Technical Support Manager to manage the provision of 1st/2nd line technical support services to end user Clients, field service engineers and service desk both on and off site for all contract equipment and systems. You main responsibilities as Technical Support Manager will be; - To provide the highest level of technical support for Field Service Engineers, Service Desk and End User Clients by phone and emails. - Manage the system faults reported to ensure timely successful outcomes - To ensure all customer queries are logged and allocated as accurately as possible and resolved within the agreed SLA's in conjunction with the Service Desk - To manage the Technical support team monitoring costs, improving efficiency and performance - Take ownership of the department's revenue, looking to increase revenue at every opportunity - Manage the 1st/2nd line training requirements in order to maintain the highest level of skills both for Field Service Engineers/Service Desk plus base 1st line training of Customers. - To help identify and arrange training opportunities for the Technical Support Team keeping their skills up to date with new products - Play a key role in the preparation of Technical Support Team's annual reviews and to monitor personal objectives of the team. - Report on the department's performance against SLA's and KPI's as required, highlighting and implementing efficiencies or corrective actions. - Carry out such other duties as may reasonably be required or requested by the management team of the Company. EXPERIENCE REQUIRED FOR THIS ROLE; - Proven experience of managing a contact centre in a service engineer environment - Previous experience in dealing with field engineers and office based support staff - A deep understanding of data analysis and reporting - Have good experience in working with IT systems (Active Directory, SQL, VMware desirable) - Ability to review and enhance processes and procedures - Have experience of identifying training for the team and arranging required training needs - Empathetic customer care skills - Drive and determination to develop a customer focussed culture - Effective man management and coaching skills - Planning and prioritisation of customer service resource experience
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