Lead Technical Support Manager UK

2 weeks ago

London, Greater London, United Kingdom Exclaimer Full time

We are seeking an experienced Lead Technical Support Manager to join our team in the UK. As a key member of our support department, you will be responsible for leading and managing the technical support team, ensuring exceptional service and contributing to the overall success of the organisation.

Key Responsibilities

Strategic Planning and Leadership:

  • Develop short/medium/long term strategy for the Support team, considering regional nuances and team member feedback.
  • Participate in cross-functional projects and initiatives, contributing expertise and supporting successful outcomes.

People and Performance Management:

  • Provide strong leadership for the regional team, setting a positive example and inspiring team members.
  • Manage team performance, including setting goals, tracking metrics, and providing feedback.
  • Develop and deliver training programs on technical support topics, such as product knowledge, customer service skills, and troubleshooting.
  • Drive employee engagement and morale, attracting and maintaining top talent.

Operational Performance and Process Improvement:

  • Identify opportunities to improve operational efficiency within the department, reducing costs and increasing productivity.
  • Oversee the performance management process, ensuring fairness, consistency, and effectiveness.
  • Develop capacity planning plans, ensuring the necessary resources to meet demand.

Customer Experience:

  • Manage escalated complaints, ensuring prompt and effective handling.
  • Develop strategies to enhance the overall customer experience.
  • Oversee the resolution of escalated complaints within the regional team.
  • Conduct root cause analysis and implement corrective actions.
  • Monitor customer satisfaction levels and address recurring complaints.

Estimated Salary: £65,000 - £85,000 per annum, depending on experience.

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