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Checkers Consultancy Ltd
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High Wycombe, Buckinghamshire
Technical Support Team Leader
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Job Type: Full-time |
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Salary: £35,000 per annum |
Overview
Technical Support Team Leader High Wycombe £35,000-£45,000pa Have you got experience managing a Technical Support function? Are you service driven and customer focused and looking for your next challenge? If so, then this could be the job for you Our Client is a highly successful and established technology business with an impressive, prestigious customer base who have an ambitious future growth plan. They are looking for a proactive and professional individual to manage their technical support team who are responsible for providing support to their customers. You will be responsible for nurturing the team skill sets, looking at process improvements and ensuring continuous training and development as well as ensuring the quality of customer interaction. This is a busy role with challenging SLA’s to meet so you will be resilient, adaptable, customer centric, and ambitious in your approach. The duties will include, but are not limited to: Create and manage development plans for your direct reports. Coach, support and mentor those individuals to assist them in performing to the best of their ability. Implement Incident Management procedures and own these alongside the team as an Incident Manager Work with third party suppliers to build relationships, feedback training needs and improvements, and manage escalations where required Upskill knowledge around our multiple products and technology via online, buddying and classroom-based training. Monitor team tickets against SLA performance, with any near breaching being expedited and progressed. Assist in internal and external customer report generation. Work closely with the Head of Support on process improvements, customer feedback and satisfaction scores, and SLA reporting Possibility of work out of hours as a duty manager as part of an on-call rota where required. You will be: An experienced line manager. Highly technical in orientation. Accurate and precise. Able to work with minimum supervision and to maintain a high level of motivation and productivity. Able to manage workload and prioritise based on business requirements and while under pressure. Creative, resourceful and adaptable with drive and positivity. Socially confident, enthusiastic and resilient. Pragmatic, down to earth, operative and hands-on. Able to deal with high impact, high profile, incidents and deal with senior level technical engineers. Client focused and with customer services mindset. A team player but able to work independently and be self-motivated. Strong ability to solve and troubleshoot problems remotely. A straight-forward communicator - both written and spoken. Articulate, literate, and numerate. A good listener, with the ability to communicate technical issues and resolutions to people of varying technical levels. Someone who enjoys being at the forefront of technology and change. Ambitious and proactive. Qualifications & Experience: Line management experience. Proven experience in a similar technical role. Experience in the support of VoIP infrastructure technologies and VoIP protocols. Experience dealing with customers, over the phone or face to face. Knowledge of IP Protocols / Networking including LAN / WAN / switches and routers. Knowledge of SIP. Knowledge of Mitel’s products including MiVoice Business, MiCollab, MiCC contact centre, IVR, ACD essential or alternative vendor such as Avaya or Cisco Voice. CCNA (desirable) ITIL Foundation (desirable) The recruitment process for this opportunity is likely to move swiftly so if you are interested, please apply ASAP with an up to date CV. We’d love to respond to all applications however, given the high number of responses we receive, we are unable to get back to everyone. Short-listed candidates will be contacted for this specific role within a week. If you have not heard from us within this timeframe, please assume you have been unsuccessful. We will hold your details on file and contact you with future relevant opportunities, however you can follow us on LinkedIn to keep up to date on new roles.