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Technical Support Shift Manager
2 months ago
About the Role
We are seeking a highly skilled Technical Support Shift Manager to join our team at KION Group. As a Technical Support Shift Manager, you will be responsible for leading a team of technical support specialists and ensuring the smooth operation of our technical support services.
Key Responsibilities
- Assign workload by triaging issues and prioritizing according to business impact
- Provide direction and feedback to the team during shifts
- Oversee day-to-day operations and improve performance
- Train and coach new team members
- Ensure documented processes are followed
- Motivate the team to maintain high performance
- Resolve queries and manage escalations
- Foster and maintain a positive work environment
- Report on team performance on a weekly basis to management
Requirements
- An excellent command of the English language (both spoken and written)
- A team player with a desire for continuous improvement and able to accept constructive feedback in a busy working environment
- Proven experience as a Team Leader or in a relevant managerial role
- Leadership skills and ability to make decisions in a speedy but logical fashion
- Able to adhere to current processes with an open mind
- Able to work shifts including night and weekends with a flexible approach
- Familiarity with the use of incident management and reporting tools
- Demonstrable detailed experience working in a customer-facing role
Desired Skills
- A knowledge of ITIL processes, and ideally ITIL certified
- While you will be educated and supported on the job, an inherent aptitude to technical problem-solving
- A willingness to visit customers' sites to gain a deeper understanding of applications
- A strong software engineering or computing background
- Experience with working in the Information Technology industry
- Further/higher education qualifications preferably in an engineering discipline and/or computing
Benefits
- Competitive salary-based on level of experience and expertise
- Incentive scheme designed to reward individual contribution and performance
- Group Personal Pension scheme with generous Company contributions and made by salary exchange
- Holidays - 25 days plus bank holidays
- Private Health scheme (non-contributory for employees)
- Life assurance
- Working at a newly refurbished campus which includes a gym for staff with full showering facilities
