Technical Support Manager

2 months ago

Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Forfusion Ltd Full time
About the Role

We are seeking a highly skilled and experienced Service Operations Manager to join our team at Forfusion Ltd. As a key member of our Managed Services team, you will be responsible for overseeing the day-to-day operations of our Service Desk, ensuring that our customers receive exceptional service and support.

Key Responsibilities
  • Supervise and motivate the Service Desk team to ensure they are meeting and exceeding performance expectations.
  • Manage the support to customers, ensuring that service levels are achieved and that staff are following established processes and standards.
  • Provide leadership and guidance to the Service Desk team, contributing to the successful 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, and succession planning.
  • Contribute to improving the customer experience by actively responding to queries and handling complaints, following up with customers to identify areas of improvement.
  • Build effective relationships with colleagues, internal and external stakeholders, and manage and coordinate urgent and complicated support issues.
  • Take ownership of major incidents, ensuring 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 it 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.

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