Technical Support Team Lead
2 days ago
Based in the UK, Cegedim e-business UK is a leading EDI Technical Solutions Company looking to recruit an experienced Application Support Manager. 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.
As a key member of our team, you will be responsible for leading a team of 8 technical support technicians, ensuring the delivery of top-tier customer support and success. With a strong technical foundation, you will be able to implement new processes around ticketing and resolution, while also monitoring KPI's and SLA's to ensure 100% customer satisfaction and best practice.
We offer a competitive salary of £55,000 per annum, a hybrid working model, and excellent benefits package. If you are an experienced Service Desk Manager or Application Support Manager with strong technical experience and a proven track record in implementing new processes and shaping teams, then we want to hear from you.
**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.
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