Technical Support Manager
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| Job Type | Permanent Full Time |
| Location | Hemel Hempstead, Hertfordshire |
| Area | Hertfordshire, England |
| Sector | Commercial - IT |
| Salary | £40000 - £46000 per annum + Laptop, phone, pension |
| Start Date | |
| Job Ref | DW092017TSM_1505811535 |
- Description
- Technical Support Manager
Structure:
Reports to Operations Manager
Direct reports - Field and Office based Technical Staff including Trainer(s)
Main Purpose of Position:
To manage the provision of 1st/2nd line technical support services to end user clients, field service engineers and service desk both on and off site for all of our clients' supplied or contract equipment and systems
To manage the provision of 1st/2nd line Training end user clients, field service engineers and service desk both on and off site for all our clients' supplied or contract equipment and systems
To be prepared to provide support both from the office in Harrow and where required directly in the field.
To carry out such other duties as may reasonably be required
Main Accountabilities/Responsibilities:
To provide the highest level of technical support for Field Service Engineers, Service Desk and End User Clients by phone, email etc
To manage the system faults reported to our client to ensure timely successful outcomes
To ensure all customer queries are logged and allocated as accurately as possible and resolved within agreed SLA's in conjunction with the Service Desk
To manage the Technical Support Team monitoring costs, improving efficiency and performance
Ownership of the departments revenue, looking to increase revenue at every opportunity
To manage the 1st/2nd line training requirements in order to maintain the highest level of skills both for Field Service Engineers/Service Desk plus base 1st line training of Customers.
To help identify and arrange training opportunities for the Technical Support Team keeping their skills up to date with new products
To play a key role in the preparation of Technical Support Team annual review and to monitor personal objectives of the team.
To report on the departments performance against SLA's and KPI's as required, highlighting and implementing efficiencies or corrective actions
To carry out such other duties as may reasonably be required or requested by the management team
Be responsible for the health and safety of the department and their duties
