Technical Service Delivery Manager
2 weeks ago
Enso Recruitment is a leading recruitment agency specializing in placing top talent in various industries. Our dedication to delivering exceptional service has earned us a reputation as a trusted partner for businesses seeking to enhance their teams.
Job Description
We are currently seeking a skilled Customer Support Team Lead to join our client's team. The successful candidate will be responsible for managing a team of technical support executives, providing guidance, coaching, and support to maximize performance and productivity.
Key Responsibilities
* Manage a team of technical support executives, providing guidance and support to achieve excellent customer satisfaction ratings
* Develop and implement effective strategies to improve team performance and productivity
* Foster a positive and collaborative team culture focused on delivering exceptional customer service and technical expertise
* Monitor team progress and provide regular feedback to encourage continuous improvement
* Maintain KPI targets and contribute to business growth
* Collaborate with cross-functional teams to resolve complex technical issues and ensure timely resolution
Requirements
* Proven experience in a technical support role, with a focus on SaaS products
* Strong leadership and team management skills, with the ability to motivate and inspire team members
* Excellent communication and interpersonal skills, with a customer-centric approach
* Advanced technical proficiency in troubleshooting software applications and system integrations
* Experience with ticketing systems, CRM software, and other support tools
* Ability to thrive in a fast-paced, dynamic environment and adapt to evolving priorities
* Relevant certifications (e.g., ITIL, CompTIA, Salesforce) preferred but not required
What You Can Expect
* Competitive salary: £50,000 - £65,000 per annum, depending on experience
* Hybrid Working Environment, allowing you to work from home and our office in Belfast
* Opportunities for professional growth and development
* Collaborative and dynamic work environment
* Flexible working hours and remote work options
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