Technical Support Manager

1 week ago

Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Forfusion Ltd Full time
Job Description

At Forfusion Ltd, we take pride in delivering world-class project delivery and IT Managed Services as Cisco Experts, to our client base.

We're seeking a positive, enthusiastic, and resourceful individual to join our Managed Services team as the Service Operations Manager.

This is an exciting opportunity to be part of a winning team and contribute to the successful delivery of innovative IT Managed Services to our customers.

Key Responsibilities:

  • Supervise and motivate the Service Desk team members on a daily basis, managing support to customers (internal and external) and ensuring service levels are achieved.
  • Ensure staff are meeting and exceeding expectations on performance, meeting defined metrics/benchmarks, and that standards and processes are followed.
  • Provide leadership to the Service Desk team and contribute to the delivery of world-class IT Managed Services to our customers.
  • Act as the single point of contact for all team issues and queries, including induction, coaching, career development advice, succession planning, and interim and year-end performance reviews.
  • Contribute to improving the customer experience by actively responding to queries and handling complaints, always following up with customers to identify areas of improvement.
  • Build effective relationships when dealing with colleagues, internal and external stakeholders.
  • Manage and coordinate urgent and complicated support issues, acting as the escalation point for all requests, incidents, and problems.
  • Take ownership of major incidents to ensure coordination of resolving parties, effective communication to stakeholders, and post-incident review.
  • Obtain training material for support staff from all areas of the business, storing within the knowledge base.
  • Take overall responsibility for incident management and request fulfillment on the Service Desk.
  • Interpret and analyze management information to provide trends, make connections, and spot opportunities to improve profitability.
  • Monitor the work pipeline and identify potential shortages in time and skills, working with the Head of Service Operations to determine hiring needs and provide support with recruitment interviews and inducting new staff.
  • Complete work streams and daily tasks as directed by the Head of Service Operations.
  • Provide data and reporting of KPIs, SLAs, and trends monthly, quarterly, and ad-hoc as needed.
  • Deliver Service Reviews to customers and stakeholders.

Requirements:

  • Excellent spoken and written English, able to clearly articulate ideas, issues, and updates to customers and peers alike.
  • A high degree of due diligence and attention to detail.
  • Well-organized, able to prioritize multiple work streams, and has the common sense to escalate when workloads may pose a risk to customer delivery and SLAs.
  • Demonstrate a clear ability to listen and take in new information, able to interpret instructions from peers and management to ensure work streams are carried out successfully.
  • Able to work well under pressure, doesn't get flustered, and has a clear understanding of their own abilities.
  • Comfortable providing mentoring and learning activities to groups of engineers in a professional manner, mindful of and sympathetic to the differing needs of individuals.
  • Able to think for yourself and challenge peers and customers when required to ensure the correct business outcomes.
  • Strong analytical skills and strong conflict management skills.
  • Solid technical background with an ability to give instructions to a non-technical audience.
  • Customer-service oriented with a strong problem-solving attitude.

Experience:

  • A minimum of 7 (preferably 10) years relevant experience in a support desk engineering or similar technical role, with one to three years of managerial experience and has professional experience and/or certifications.
  • Exceptional Customer Service capability.
  • Demonstrate previous working which involved the leadership of Support Desk teams and the mentoring of peers.
  • Established practitioner of stakeholder management.
  • Strong relationship management experience; ability to interact with people at all levels of the business with the confidence to influence and negotiate, including with customers.
  • Familiarity with Cisco technologies and services around networking, security, data centre, and collaboration.

Desirable Industry Certifications:

  • ITIL Foundation or Practitioner.
  • Any ITIL Intermediate Certification.
  • Service Management Qualifications.
  • Any Project Management Qualification.
  • CCNA or MCSE or equivalent technology skill.

About Forfusion Ltd:

We offer a dynamic and supportive work environment, with opportunities for advancement and investment in our employees. We value our employees' growth and development, and we're committed to providing a culture that affords flexibility, sensible work/life integration, and the chance to be an integral part of a winning team.

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