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Technical Service Manager

2 months ago

London, United Kingdom M Group Services Limited TA Magdalene Limited Full time

Job Summary:

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 our customers.

Key Responsibilities:

  • Leadership & Team Management:
    • Lead, mentor, and motivate a team of technical support professionals.
    • Set performance goals, conduct regular performance evaluations, and provide constructive feedback.
    • Foster a positive and collaborative team environment, promoting teamwork and knowledge sharing.
    • Allocate resources effectively to meet customer demands and service level agreements.
    • Monitor and manage team workload, ensuring optimal resource utilisation.
    • Identify staffing needs, participate in recruitment processes, and provide training to new team members.
  • Customer:
    • Ensure timely and effective resolution of customer technical issues and inquiries.
    • Collaborate with other departments to address customer concerns and provide solutions.
    • Drive continual service improvement within your team.
  • Process:
    • Continuously evaluate and improve support processes to enhance efficiency and effectiveness.
    • Identify areas for process automation and implement appropriate tools and technologies.
    • Develop and maintain standard operating procedures (SOPs) for the technical support team.
  • Analysis and Insight:
    • Analyse data, insight, and key performance indicators (KPIs) to assess team and business performance.
    • Prepare regular reports on support activities, trends, and performance metrics.
    • Identify areas for improvement and implement corrective actions as needed.
  • Stakeholder:
    • Collaborate with the Magdalene community to ensure the technical support skills remain relevant, effective, addressing both customer and business needs.
    • Support the wider business to deliver specialist training to project and engineering teams.
    • Support the business in bid and business development activities.

Requirements:

  • Technically minded and possess 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.
  • Exceptional customer service and communication skills.
  • Familiar with ticketing systems and customer relationship management (CRM) tools.
  • Knowledge of technical support best practices and industry trends.
  • Ability to work under pressure and handle multiple priorities.
  • Experience in analysing support metrics, reports, and presenting.
  • Experience within Transmission/switch/SDH/PDH technologies.