Technical Support Team Manager - Hands On, Windows, Exchange

Recruiter
Radius Consultancy Ltd
Location
London (Greater)
Salary
£55,000-£65,000
Posted
01 Nov 2017
Closes
16 Nov 2017
Contract Type
Permanent
Hours
Full Time

Radius is seeking a Technical IT Infrastructure Manager with a strong technical infrastructure background. This role will require you to be client facing, managing a team of 8 highly technical SME and also with an element of some hands on from a senior escalation point of view.

Reporting to the Head of Customer Services Management, this role has responsibility as the direct line management of the team of Technical Account Managers.

The Requirements

  • Ensure that services are delivered to the required standard, exceeding where possible, and that this is to the satisfaction of customers.
  • To remediate where required and ensure that service standards are maintained.
  • Ensuring that there is appropriate cover for annual leave and periods of sickness.
  • Own and maintain the job description for the Technical account managers.
  • Oversee, mentor and develop the individual technical account managers in the team to enable them to reach their full potential and deliver an excellent service to the customers.
  • All line management functions for the team including; setting objectives, monitoring performance, any disciplinary work, appraisals and regular 1-2-1 meetings.
  • Continual development of the Technical Account manager/Support Lead ?product?.
  • Drive standardisation of the TAM/TSL?s working practices and methodologies to help deliver a consistent high quality.
  • Develop good working relationships across the team with the Account Managers and Service Delivery Managers who with the TAM/TSL?s make up the account management teams.
  • Develop management information systems to allow oversight of each of the customers who have a TAM assigned and identify any potential trouble spots.

What you need to demonstrate:

  • Relevant team lead or management experience or skills.
  • Working knowledge of Incident/Problem/Change Management frameworks such as ITIL v3, TQM or ISO 9000:2000
  • Experience and knowledge of change management principles, methodologies and tools.
  • Experience and knowledge in Project Management principles, methodologies and tools.

This job was originally posted as www.jobsite.co.uk/job/959444654