Technical Support Team Lead
1 month ago
We're Newton Blue, a leading EDI Technical Solutions Company based in Chorley. Part of a wider European group, we are currently looking to recruit an experienced Service Desk Support Manager to lead, manage and coach a team of 8 technical support technicians, ensuring the delivery of top tier customer support and success. This is a hands-on technical support management role where you will have the opportunity to structure and define the team as well as implement new processes, roll out the new ticketing system whilst still getting your hands dirty with some of the end to end ticket resolution.
Key Responsibilities- Structure, lead, manage, and coach a team of Support Technicians (8).
- Define and implement new processes in order to enhance team performance, customer satisfaction and overall service quality.
- Roll out the newly adopted ticketing system and manage the end to end process of ticket resolution through effective allocation and capacity planning.
- Lead the resolution effort for major incidents, working alongside relevant internal stakeholders to implement application maintenance and monitoring protocols to prevent future incidents.
- Risk analysis and implementation of mitigating measures.
This position can be offered on a hybrid basis with 3 days in our Buckshaw office and 2 days from home. The ideal candidate will have proven experience in an Application Management or Service Desk Management role supporting external customers within the software industry.
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