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Technical Services Manager

3 months ago

East Kilbride, United Kingdom Durham Professional Services Full time

Durham Professional is working with our client, a leading provider of unified cloud communications and telephony solutions. With a full unified cloud communications and collaboration platform, our client is a trusted partner providing pre and post-sales consultancy and 24/7 support.


We are looking to recruit a Technical Services Manager on a permanent basis to lead the delivery of high-quality technical solutions for our clients. You will be responsible for managing a team of engineers, overseeing the support and maintenance of various telephony, contact centre and workforce management systems ensuring customer satisfaction and retention.


Responsibilities


• Manage a team of engineers, providing guidance, coaching, and feedback

• Plan and allocate resources for projects, ensuring timely and cost-effective delivery

• Assist the service engineering team with monitoring and troubleshooting technical issues

• Communicate with clients, suppliers, and resellers, establishing and maintaining strong relationships

• Handle customer and supplier escalations with professionalism and empathy, resolving issues in a timely and satisfactory manner

• Coordinate with other team members and managers to ensure consistent and high-quality service delivery

• Stay updated on the latest trends and developments in the telephony and cloud contact centre industry

• Ensure compliance with quality standards and best practices


Requirements


• Knowledge and skills in telephony and contact centre systems

• Experience of Saas/Cloud platforms (AWS preferable)

• Desire to undertake applicable training and certifications

• Excellent communication, presentation, and interpersonal skills

• Customer-oriented, problem-solving, and analytical mindset

• Hybrid of office based (East Kilbride) and home working



The hours are 9-5 Mon-Thurs & 9-4:30 Fri and the role offers a Hybrid WFH, with two office days a week out of Tues/Wed/Thurs


“We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships."