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Technical Support Manager - to £75k -
Job description Please note this role is full onsite, with no scope for remote or hybrid working.
Excellent Benefits package offered
Generous holiday allowance.
Free daily parking if required.
!0 min walk from train station.
Flexible working arrangements (school run etc)
Technical environment, will predominantly be web based systems, so you will need to have strong experience of the cloud.
Our client is in urgent need of a motivated and experienced Head of Technical Support to lead their UK Technical Support Team. Reporting to the CTO, the head of Technical Support is a key leadership position. Although the role is head of technical support, our client would prefer you to take a more head of product operations stance, as you will not only be supporting issues but helping with new deployments etc.
The role is critical to the seamless and successful delivery of projects, and develop and lead product support and operations capability. You will therefore ensure our clients software and hardware products are fully supported and configured when with customers. This would include working directly with customers to get the optimal system configurations along with ongoing support and updates to those systems.
You will also be responsible for the running of the 2nd line technical support team, and working closely with the wider technical and business teams. The role is hand-on mainly, but with some manager responsibility for a small team.
What you will be doing:
You should possess strong technical knowledge to effectively assess and articulate issue impact, ensure appropriate troubleshooting techniques are applied throughout the issue lifecycle and identify outstanding challenges that could impact support. Process Improvement: Continuous improvement of technical support processes is crucial.
The manager should identify areas for enhancement, implement best practices, and streamline workflows to optimise the efficiency of the team. Training and Development: The manager is responsible for the ongoing training and development of the technical support team members. This involves keeping the team updated on product enhancements, troubleshooting techniques, and industry trends.
Reporting: Providing monthly and quarterly reports and updates regarding the performance of the Team. This may include presenting data on customer satisfaction, issue resolution times, and other relevant metrics. Working with the business team and new customers to define correct configuration of both hardware and software. Analysing trends of use of systems and providing feedback to the wider technical team on issues. Working with the software and hardware team on new features to present these to customers and the business team. Working with the technical team to become the expert in both hardware and software. ensure that technical support is provided to Clients according to SLAs and agreed internal processes. Identify and evaluate opportunities for improvements in company processes.
What they are looking for:
Minimum 4 years' demonstrable industry experience in leading a technical support function within a business. Prior experience in a technical role is crucial. Candidates should have a background in providing technical assistance to customers, troubleshooting issues, managing support processes and managing technical teams.
Leadership Experience Strong technical expertise and a deep understanding of web based systems, and other technical aspects related to the company's offerings. Familiarity with ISO 9001 and other quality standards, including creation of processes and working within quality guidelines. You should have a background in providing technical assistance to customers, troubleshooting issues, managing support processes and managing technical teams. Technical reporting of testing and technical support status.
Ideally a Bachelor's Degree in a Technical subject, or similar/equivalent qualification, although this could be overlooked for strong technical hands on experience.
Job Types: Full-time, Permanent Pay: £60,000.00-£75,000.00 per year
