IT Support Team Manager
4 weeks ago
Technical Support Team Manager
With a commitment to delivering cutting-edge technology and exceptional customer service, MasterMover helps businesses across various sectors enhance their operational efficiency and safety.
Job Purpose: MasterMover is seeking a dynamic and experienced Technical Support Team Manager to lead our dedicated technical support team. The ideal candidate will have a passion for customer service, a strong technical background, and exceptional leadership skills. As the Technical Support Team Manager, you will play a pivotal role in ensuring that our customers receive timely and effective technical assistance, fostering strong relationships and driving customer satisfaction.
Lead and manage the technical support team, providing guidance, support, and mentorship to team members.
Oversee the day-to-day operations of the technical support department, ensuring efficient handling of customer enquiries and technical issues.
Develop and implement strategies to optimise the technical support process, including knowledge bases and escalation procedures.
Monitor key performance metrics, such as response times, resolution rates, and customer satisfaction scores, and take proactive measures to continuously improve performance.
Provide regular reports and updates to senior management on technical support operations and customer feedback.
Bachelor's degree in engineering, computer science, or a related field.
Demonstrated leadership abilities, including the ability to motivate and inspire team members to achieve goals and deliver exceptional service.
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