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Senior Technical Team Manager
2 months ago
Location: Remote
Reporting to: Technical Operations Manager
The ideal candidate for this role will have a strong background in technical operations and service delivery, with experience in managing senior technical engineers and leading teams to deliver high-performing services.
Key Responsibilities:- Team Management: Manage a team of technical engineers to deliver high-performing services through meeting and exceeding client service commitments and expectations.
- Performance Management: Manage the performance of technical engineers through objective setting, regular 1-2-1's, encouraging and supporting personal development.
- Service Quality: Conduct regular service quality checks to ensure the team and individual engineers achieve service and process standards.
- Escalations: Manage escalations within the team, from engineers or customers, through to resolution.
- Training and Development: Develop training plans for engineers incorporating new and existing customer requirements and our product roadmap.
- Security and Compliance: Ensure the company's Information Security Management System (ISMS) and all relevant policies are adhered to at all times.
- Schedule Management: Manage the 2nd and 3rd line schedule and shift planner where dispatch is unavailable.
- Timesheet Review: Reviewing and approving engineer timesheets.
- Experience: 3-5 years working in a senior technical role, with experience in managing senior technical engineers and leading teams.
- Qualifications: ITIL certified, with a strong background in technical operations and service delivery.
- Skills: Strong communication skills, experience of working within an MSP or similar environment, ability to work under pressure, and flexibility with working hours.
- Hybrid Working: Enjoy a better work-life balance with our hybrid working options.
- Annual Leave: 25 days annual leave plus bank holidays.
- Learning and Development: Ongoing learning and development opportunities.
- Cycle to Work Scheme: Take advantage of our cycle to work scheme and technology vouchers.
- Enhanced Family Leave: Enjoy enhanced family leave and celebration day.
- Salary Sacrifice Pension: Contribute to our salary sacrifice pension scheme.
- Volunteer Days: Take two paid volunteer days to make a positive impact.
- Company Social Events: Participate in company social events and competitions.
- Discount and Cashback Scheme: Enjoy our discount and cashback scheme.
- Group Income Protection: Have peace of mind with our group income protection.
- Life Insurance: Be protected with our life insurance.
- EAP and Virtual GP Service: Access our EAP and virtual GP service.
