Technical Support Services Director
1 day ago
We are seeking a highly experienced Application Support Manager to join our team at Cegedim e-business UK. As a senior member of our technical support team, you will be responsible for leading, managing, and coaching a team of 8 technical support technicians. This is a challenging and rewarding role that requires strong leadership and technical skills.
About You:
To be successful in this role, you will need to have proven experience in an Application Management or Service Desk Management role supporting external customers within the software industry. You will have demonstrated experience in building small technical support teams, including structuring, defining, managing, and coaching. A strong technical foundation and the willingness to get hands-on with escalations and the technical element are essential. Excellent analytical skills to collect, interpret, and utilise data for informed decision-making and performance improvement are also required.
Key Responsibilities:
• Lead, manage, and coach a team of Support Technicians (8)
• Implement new processes to enhance team performance, customer satisfaction, and overall service quality
• 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
• Monitor KPI's and SLA's to ensure 100% customer satisfaction and best practice
About Our Benefits:
In return for your hard work and dedication, we offer a competitive salary of £60,000 - £70,000 per annum plus an excellent benefits package.
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