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Service Manager
Service Manager
Service Manager
Posted 9 days ago
- London, Greater London
- Any
- External
To support our growing and thriving business we are on the look out for a Technical Service Manager to lead ourTechnical Support Services team within the UK. The Technical Service Manager is responsible for overseeing and leading the Technical Support Services team (2ndand 3rdline support). This role involves leading a team of technical support professionals, ensuring the delivery of high-quality support services to customers, and driving continuous improvement in service delivery. The successful individual will collaborate with cross-functional teams to enhance the customer experience, optimise support processes, underpin SLA Performance with insight and training, the individual will also ensure the team have the scale and skills to provide specialist technical expertise to our Fixed, Mobile and utilities customers. Responsibilities ;
Leadership & Team Management
Lead, mentor, and motivate a team of technical support professionals.
Set performance goals, conduct regular performance evaluations, and provide constructive feedback.
Foster a positive and collaborative team environment, promoting teamwork and knowledge sharing.
Allocate resources effectively to meet customer demands and service level agreements
Monitor and manage team workload, ensuring optimal resource utilisation
Identify staffing needs, participate in recruitment processes, and provide training to new team members.
Customer
Ensure timely and effective resolution of customer technical issues and inquiries
Collaborate with other departments to address customer concerns and provide solutions
Drive continual service improvement within your team
Process
Continuously evaluate and improve support processes to enhance efficiency and effectiveness.
Identify areas for process automation and implement appropriate tools and technologies
Develop and maintain standard operating procedures (SOPs) for the technical support team
Analysis and insight
Analyse data, insight and key performance indicators (KPIs) to assess team and business performance.
Prepare regular reports on support activities, trends, and performance metrics.
Identify areas for improvement and implement corrective actions as needed
Stakeholder
Collaborate with the Magdalene community to ensure the technical support skills remain relevant, effective, addressing both customer and business needs
Support the wider business to deliver specialist training to project and engineering teams
Support the business in bid and business development activities
Qualifications and Skills:
You will be technically minded and possess an industry background ideally with experience of network operations.
The ideal candidate will have good familiarity with switch and transmission technologies along with technical experience working within the utilities sector.
A track record in leading and motivating a team, ideally of a technical support nature
Excellent technical problem-solving and decision-making abilities
Exceptional customer service and communication skills
Familiar with ticketing systems and customer relationship management (CRM) tools
Knowledge of technical support best practices and industry trends
Ability to work under pressure and handle multiple priorities.
Experience in analysing support metrics, reports and presenting
Experience within Transmission/switch / SDH/PDH technologies
About The Company Why choose us?
We promise development and reward opportunities for those who have the passion, enthusiasm and work ethic to harness them. Our benefits include:
25 days annual leave plus bank holidays
4% matched pension scheme
2 x salary life assurance
Access to our staff discount portal
Health Cash Plan
Cycle to Work scheme
Employee assistance programme
Recruitment referral scheme
Payroll giving
Enhanced Family Leave
Company car or allowance
Inclusiveness
As a member of the Disability Confident Scheme we welcome applications from individuals who consider themselves as having a disability or long-term health condition. Please let us know if there are any reasonable adjustments we can make to aid your application and recruitment process.
As a gold award holder under the Armed Forces Employer Recognition Scheme , we are interested to hear from candidates who are currently serving in the military who may wish to transition to a civilian Job. We also welcome applications from Reservists, Cadet Forces Adult Volunteers, ex-forces personnel and military spouses / partners.
TPBN1_UKTJ
Leadership & Team Management
Lead, mentor, and motivate a team of technical support professionals.
Set performance goals, conduct regular performance evaluations, and provide constructive feedback.
Foster a positive and collaborative team environment, promoting teamwork and knowledge sharing.
Allocate resources effectively to meet customer demands and service level agreements
Monitor and manage team workload, ensuring optimal resource utilisation
Identify staffing needs, participate in recruitment processes, and provide training to new team members.
Customer
Ensure timely and effective resolution of customer technical issues and inquiries
Collaborate with other departments to address customer concerns and provide solutions
Drive continual service improvement within your team
Process
Continuously evaluate and improve support processes to enhance efficiency and effectiveness.
Identify areas for process automation and implement appropriate tools and technologies
Develop and maintain standard operating procedures (SOPs) for the technical support team
Analysis and insight
Analyse data, insight and key performance indicators (KPIs) to assess team and business performance.
Prepare regular reports on support activities, trends, and performance metrics.
Identify areas for improvement and implement corrective actions as needed
Stakeholder
Collaborate with the Magdalene community to ensure the technical support skills remain relevant, effective, addressing both customer and business needs
Support the wider business to deliver specialist training to project and engineering teams
Support the business in bid and business development activities
Qualifications and Skills:
You will be technically minded and possess an industry background ideally with experience of network operations.
The ideal candidate will have good familiarity with switch and transmission technologies along with technical experience working within the utilities sector.
A track record in leading and motivating a team, ideally of a technical support nature
Excellent technical problem-solving and decision-making abilities
Exceptional customer service and communication skills
Familiar with ticketing systems and customer relationship management (CRM) tools
Knowledge of technical support best practices and industry trends
Ability to work under pressure and handle multiple priorities.
Experience in analysing support metrics, reports and presenting
Experience within Transmission/switch / SDH/PDH technologies
About The Company Why choose us?
We promise development and reward opportunities for those who have the passion, enthusiasm and work ethic to harness them. Our benefits include:
25 days annual leave plus bank holidays
4% matched pension scheme
2 x salary life assurance
Access to our staff discount portal
Health Cash Plan
Cycle to Work scheme
Employee assistance programme
Recruitment referral scheme
Payroll giving
Enhanced Family Leave
Company car or allowance
Inclusiveness
As a member of the Disability Confident Scheme we welcome applications from individuals who consider themselves as having a disability or long-term health condition. Please let us know if there are any reasonable adjustments we can make to aid your application and recruitment process.
As a gold award holder under the Armed Forces Employer Recognition Scheme , we are interested to hear from candidates who are currently serving in the military who may wish to transition to a civilian Job. We also welcome applications from Reservists, Cadet Forces Adult Volunteers, ex-forces personnel and military spouses / partners.
TPBN1_UKTJ