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Technical Service Manager

2 months ago

Charing Cross, United Kingdom M Group Services Limited TA Magdalene Limited Full time
Job Title: Technical Service Manager

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 a team of technical support professionals, ensuring the delivery of high-quality support services to our customers.

Key Responsibilities:
  • Lead, mentor, and motivate a team of technical support professionals to achieve exceptional customer satisfaction and service delivery.
  • Set performance goals, conduct regular performance evaluations, and provide constructive feedback to ensure team members are meeting their full potential.
  • Collaborate with cross-functional teams to enhance the customer experience, optimize support processes, and drive continuous improvement in service delivery.
  • Ensure timely and effective resolution of customer technical issues and inquiries, and drive continual service improvement within the team.
  • Continuously evaluate and improve support processes to enhance efficiency and effectiveness, and identify areas for process automation and implement appropriate tools and technologies.
Requirements:
  • Technical background with experience of network operations, ideally with a track record in leading and motivating a team of technical support professionals.
  • Excellent technical problem-solving and decision-making abilities, with a strong understanding of technical support best practices and industry trends.
  • Exceptional customer service and communication skills, with the ability to work under pressure and handle multiple priorities.
  • Familiarity with ticketing systems and customer relationship management (CRM) tools, and experience in analysing support metrics and presenting.
About Us:

We are a leading provider of technical support services, and we are committed to delivering exceptional customer experiences. We offer a range of benefits, including 25 days annual leave, a 4% matched pension scheme, and access to our staff discount portal. We are an inclusive employer, and we welcome applications from individuals who consider themselves as having a disability or long-term health condition.

We are also a gold award holder under the Armed Forces Employer Recognition Scheme, and we are interested to hear from candidates who are currently serving in the military who may wish to transition to a civilian job. We also welcome applications from Reservists, Cadet Forces Adult Volunteers, ex-forces personnel, and military spouses/partners.