Technical Support Shift Supervisor

**Summary**

The Company has been established for 18 years and works in the Telecommunications sector. This covers GDPR Compliant Guest Wi-Fi, SD WAN Networks, Managed Wi-Fi/LAN Infrastructure, Broadband / Leased Lines, Network Security, PCI Consultancy, and structured cabling.

The company is experiencing sustained growth and the Service Desk is to provide a dedicated support to the company’s clients on a 24/7 basis. The department is responsible for ensuring that Service Levels are achieved, by providing prompt and effective resolution to incidents and problems that require specialist technical skills to resolve across our client base. They also work closely with the Infrastructure, Operations and Delivery teams to ensure that new systems and services are implemented smoothly and are configured and maintained so that through their lifecycle they operate in a robust and effective way for the business.

As the Technical Support Shift Supervisor, you must have a very positive and flexible outlook. You will support the Assistant Service Desk Manager in their responsibility for managing the IT Service Desk staff and running the department to its maximum efficiency using all the tools at your disposal. This role requires someone who is capable of championing improvements within a support function and driving it forward to grow with the business.

Hours of Work

Shifts are a 4-on-4-off rotation pattern, working 07:00 to 19:00 and rotation 19:00 to 07:00.

Salary

Annual salary is between £37,000 to £40,000 depending on experience

Shift Allowance £5,000 per year

Key Objective, Principal Responsibilities & Accountabilities

With guidance and support from the Assistant Service Desk Manager and Service Desk Manager
- The smooth running of the support function providing 1st, 2nd, and 3rd line support
- Proactively manage all workflows to achieve the businesses SLAs
- To manage, train and coach both new and existing technical support desk operatives, with support from Support Team Management
- Create and manage individual training and development plans to assist with upskilling and progressing staff members
- To ensure all calls are correctly logged and handled in line with ticket management software
- Help promote a company culture that encourages top performance and high morale
- Planning and prioritisation of Support Team activities
- Prioritise and escalate the handling of active incidents logged with third party suppliers where necessary
- To develop and drive best practice in Service Desk operations by use of consistent tools, processes, and communications
- Manage team performance to ensure that the team are following agreed processes for ticket management: opening, updating, passing, escalating, resolving, and closing tickets, and identifying and addressing inefficiencies through training and knowledge transfer
- Assist in maintaining and creating Knowledge Base articles, including supplier overviews and incident related articles to allow engineers to find related information quickly
- Management of all customer Incidents and Requests, ensuring all incidents are resolved within agreed timescales and escalating where necessary, including the handling of major incidents from start to finish
- Act as a role model and coach to support, and direct team members to continually challenge themselves to achieve greater levels of performance and customer service
- Manage the annual performance process for all team members against individual objectives, lessons learnt, customer feedback and complete 121s with team members on a regular basis
- Support the Assistant Service Desk Manager with the implementation of team Objectives and KPIs to drive performance, improving the customer experience and customer satisfaction levels
- Completion of regular RCAs reports for customer incidents logged within the service desk
- Act as a hierarchal escalation point during shifts to ensure that incidents are progressed swiftly to restore service
- Assist various departments in the handling of designated project tasks within the Support Desk function

Qualifications, Skills & Experience
- 3 years’ experience in a Support Desk role
- 5 years’ experience in managing a small team
- Strong performance management skills including coaching
- Experience in a technical environment. Ideally in IT or Telecommunications company with network / WIFI support
- Experience in developing and delivering bespoke training for employees
- Call and ticket related data analysis and acting accordingly to ensure peak performance
- Experience implementing Continual Service Improvement within a support function
- Discrete
- Organised and able to prioritise tasks
- Confident and excellent communication skills with a professional telephone manner
- Ability to demonstrate a practical approach when faced with problems or challenges
- Experience in dealing with major incidents, including root cause analysis/resolution, SWAT calls & customer liaison
- Must be