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Technical Support Supervisor

3 months ago

Highbury, Greater London, United Kingdom O.T. Client Services Full time £30,000 - £35,000

Exciting Opportunity:
Technical Support Supervisor at O.T. Client Services

About O.T. Client Services:
O.T. Client Services is a leader in the customer support sector, dedicated to providing outstanding IT solutions tailored to our clients' needs.

Our mission focuses on three primary goals:

delivering exceptional customer support, implementing innovative technologies, and offering customized, effective services that enable our clients to reach their operational objectives.

We are committed not only to resolving IT challenges but also to playing a significant role in our clients' success.


Role Overview:
We are seeking a Technical Support Supervisor to become an integral part of our vibrant team.

This full-time, office-based position is crucial for overseeing and guiding support engineers, ensuring top-notch customer service, and upholding efficient processes and standards.


Key Responsibilities:
Provide outstanding customer service consistently.

Supervise Support Engineers, including monitoring attendance, time management, and adherence to best practices.

Track and allocate new support tickets to Support Engineers.

Collaborate regularly with the Service Delivery Manager to tackle urgent infrastructure or security concerns.

Ensure all support inquiries are addressed promptly and tickets receive initial responses within a specified timeframe.

Maintain and achieve all Service Level Agreements (SLAs) for ticket resolution.

Oversee the overall operations of the Support Desk.

Coordinate engineer and equipment logistics with the Client Coordinator.

Assign resources to project tasks in partnership with Project Managers and the Sales team.

Review the daily Support Desk Checklist.

Assist with the workflow for onboarding and offboarding processes.

Document minutes and action items for the weekly Support Desk meeting.

Report weekly performance metrics to the Management Team.

Recognize and promote outstanding performance.

Collaborate with management to ensure the well-being of all team members in line with company policies.

Ensure customer priorities are addressed and manage the support ticket queue effectively.

Properly scope and manage all work outside of standard service agreements.

Requirements:
Minimum of 2 years' experience in Service Desk management.

Strong yet fair leadership skills.

Familiarity with remote support tools.

Solid technical expertise with the ability to communicate effectively with non-technical audiences.

Excellent written and verbal communication abilities.

Customer-focused with a proactive problem-solving mindset.

Knowledge of Microsoft 365 is advantageous.

Salary:
Competitive salary, negotiable based on experience.

Growth Pathway:
Future career advancement opportunities may include roles such as Office Manager, Operations Manager, or Senior Management positions.

How to Apply:
If you possess the necessary qualifications and are enthusiastic about this opportunity, please submit your updated CV.

Join O.T. Client Services and become a vital part of a team that not only addresses IT challenges but also supports clients in achieving their operational goals.