Technical Service Manager

3 weeks ago

Charing Cross, United Kingdom M Group Services Limited TA Magdalene Limited Full time
About the Role

We are seeking a highly skilled Technical Service Manager to lead our Technical Support Services team within the UK. As a key member of our team, you will be responsible for overseeing and leading the Technical Support Services team, ensuring the delivery of high-quality support services to customers.

Key Responsibilities
  • Lead, mentor, and motivate a team of technical support professionals to achieve exceptional customer satisfaction and service delivery.
  • Set performance goals, conduct regular performance evaluations, and provide constructive feedback to ensure team members are meeting their full potential.
  • Foster a positive and collaborative team environment, promoting teamwork and knowledge sharing to drive continuous improvement.
  • Allocate resources effectively to meet customer demands and service level agreements, ensuring optimal resource utilisation.
  • Monitor and manage team workload, identifying areas for process automation and implementing appropriate tools and technologies to enhance efficiency and effectiveness.
  • Collaborate with other departments to address customer concerns and provide solutions, driving continual service improvement within your team.
  • Analyse data, insight, and key performance indicators (KPIs) to assess team and business performance, preparing regular reports on support activities, trends, and performance metrics.
  • Identify areas for improvement and implement corrective actions as needed, ensuring the technical support skills remain relevant and effective in addressing both customer and business needs.
Requirements
  • Technically minded with an industry background, ideally with experience of network operations.
  • Good familiarity with switch and transmission technologies, along with technical experience working within the utilities sector.
  • A track record in leading and motivating a team, ideally of a technical support nature.
  • Excellent technical problem-solving and decision-making abilities, with exceptional customer service and communication skills.
  • Familiar with ticketing systems and customer relationship management (CRM) tools, with knowledge of technical support best practices and industry trends.
  • Ability to work under pressure and handle multiple priorities, with experience in analysing support metrics and presenting.
About Us

We are a leading provider of technical support services, committed to delivering exceptional customer satisfaction and service delivery. As a member of our team, you will have access to a range of benefits, including:

  • 25 days annual leave plus bank holidays
  • 4% matched pension scheme
  • 2 x salary life assurance
  • Access to our staff discount portal
  • Health Cash Plan
  • Cycle to Work scheme
  • Employee assistance programme
  • Recruitment referral scheme
  • Payroll giving
  • Enhanced Family Leave
  • Company car or allowance

We are an inclusive employer, committed to diversity and equality. We welcome applications from individuals who consider themselves as having a disability or long-term health condition, and are interested to hear from candidates who are currently serving in the military or have experience as a Reservist, Cadet Forces Adult Volunteer, ex-forces personnel, or military spouse/partner.

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