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Technical Support Manager

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Location: Home Based, United Kingdom

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Description

Purpose of the Role  

The Technical Support Manager has responsibility for the provisioning of technical capability within service and support teams, to provide technical investigation for non-product specific technologies within the incidents and service request management practice from services provided by System C.  

The Technical Support Manager is effective working across not only the service and support teams, but also collaborating and working effectively with senior colleagues in other business areas. This includes product, development and all technical teams. This is a pivotal role in supporting our customers and ensuring our services are robust and client focussed.  

In this strategic role the Technical Support Manager will be working towards medium to long-term goals, navigating complex challenges, driving innovation, adopting new technologies, or implementing best practices in IT support management.  

They mitigate risks by the effective identification and deployment of corrections (workaround) or corrective actions (root cause fixes) where possible as ‘first time fixes’ and escalate as appropriate to other resolver teams with required competency to investigate.  

Responsible for leading and managing the day-to-day activities of the technical support team. This involves hiring, training, and mentoring staff, as well as conducting performance evaluations and facilitating professional development. Ensuring objectives and measurements for the technical support team are met or exceeded and can demonstrate the management of this team through regular management reviews and reporting.  

The Technical Support Manager reacts to the changing demand on the business through allocation of resource where applicable within the teams they are responsible for, ensuring appropriate capacity and competency is available to meet the demand.  

Duties and Responsibilities:  

  • Responsible for the provisioning of technical support capability for non-product specific technologies (Wintel, Virtualisation, Database Platforms, Web Services), ensuring support is established.
  • Identify cross-training opportunities for enhancing the technical support team’s versatility, ensuring operational resilience, promoting employee growth, and improving overall productivity by diversifying skills and knowledge within the organisation.
  • Collaborating with other internal business departments to align support with business goals and enhance customer experience by holistically addressing technical issues.
  • Identify improvements to the Incident and Service Request Management practices from management review and service strategy. Initiate and contribute to continual improvement.
  • Ensure deliverables are met and outputs from the practice meet the expectations of outcome demonstrating value for the practice.
  • Demonstrate the effectiveness of practice through successful audit completion and monthly management review and reporting against objectives and measurements.
  • Develop training plans for new hires as well as ongoing training for current staff. This involves identifying skill gaps and ensuring the team is well-equipped to handle technical challenges associated with supporting emerging technologies in use within System C.
  • Ensure service levels are met within their respective teams and reduce the time taken following effective incident management practice.
  • Ability to travel for customer engagements and meetings as required.
  • Foster collaboration and effective communication with other IT teams to ensure seamless coordination and timely resolution of changes.
  • Form part of, and lead where required, the application support team in their remit within the major incident process.
  • Ability to travel for customer engagements and meetings as required.
  • Participation in the on-call rota for the provision of management support.

Requirements:  

  • Demonstrable experience of technical competency at an engineering level (MCSE equivalent or above)
  • Demonstrable experience of managing a service desk and incident operation, working within Service/Operational Level Agreements and Availability. Minimum 5 years.
  • Experience of Remote Monitoring Management (RMM) and working within Service/Operational, Level Agreements and Availability.
  • Strong relationship building, influencing, and negotiating skills at a senior level.
  • Ability to collaborate with staff at all levels to work either as part of a team or independently as required by the task at hand.
  • Excellent management knowledge and skills (Example: delegation, influencing, conflict management).

Skills Required:  

  • Good documentation skills.
  • Excellent people & relationship management skills
  • Strong written & verbal communication and interpersonal skills.
  • Good working knowledge of MS Office applications (i.e. Outlook, Word, Excel, Project, and Visio)
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