An exciting opportunity has arisen to join an award-winning telecommunications, IT and software company in Stoke on Trent as a Technical Operations Manager on a full-time basis, to manage the activities and responsibilities of the Solutions team, whilst ensuring high-level technical support is provided to customers at agreed levels.
The role offers a competitive salary of £40,000 per annum, 28 day's holiday including bank holidays rising to 33 days, and ongoing training and development opportunities.
This is a fantastic opportunity for a self-driven and forward-thinking individual to join an innovative company and make a positive contribution to business growth.
As the Technical Operations Manager you will be responsible for:
Managing the Solution team's daily activities including, the dispatch of support requests, reviewing and approving time and expenses sheets, and facilitating regular team and board meetings to ensure desired performance and productivity levels are maintained.
Liaising with the Solutions team, customers, and other technical personnel to ensure technical issues are resolved in a timely manner, whilst keeping all parties informed of progress and any outstanding pre- and post- delivery issues.
Being the main point of contact for all escalated issues and conducting customer follow-ups to verify final resolution and determine satisfaction level.
Understanding the customer's business strategy and goals to identify future services they may require.
Reporting on the status and budget of on-going products and agreements, whilst identifying areas for improvement in service delivery and recommending constructive changes to improve customer satisfaction.
Providing effective leadership to team members by mentoring new team members and conducting performance evaluations with existing team members to identify training and development opportunities.
Identifying and mitigating risks by implementing efficient and effective changes to ensure that services and projects are delivered successfully through production.
The Technical Operations Manager will have the following skills and experience:
Strong communicator with excellent interpersonal and active listening skills, with the ability to lead and influence others to achieve results whilst maintaining the desired level of productivity in a fast-paced work environment.
A well organized, strategic planner with the ability to multi-task and adapt to changes quickly.
Knowledge of industry applications, processes, software and equipment is essential.
Professional IT certifications, such as Microsoft MCP, MCSA or MCSE, Citrix or CCIA, SonicWall CSSA, Cisco CCNA, or VMware VCP are highly desirable.
Professional Telecommunications Certifications or understanding of PBX and IP Telephony would be a distinct advantage.
Previous experience of working in a managerial role within the IT industry is essential.
You will be working 37.5 hour per week between 9.00am - 5.00pm, Monday to Friday, with half an hour for lunch. Occasional overtime may be required.
You will be joining a company who specialise in the provision of bespoke, smart and efficient technology solutions for businesses and organisations. They pride themselves on being an innovator and employer of choice within the local community.
If this sounds like the Technical Operations Manager role for you click apply now!