Technical Support Manager

Are you IT and tech savvy and looking for your next challenge?

This Technical Support Manager could be exactly what you have been searching for! Based in Thame, Oxfordshire, this is working for a global technology company who provide a competitive salary and a range of fantastic benefits! You will be managing the Technical Support Helpdesk team and the Repairs team.

The successful candidate will have previous experience of managing in a technical support or service delivery environment.

Salary: £42-45K DOE

Working hours: 37.5 hours per week (Monday to Friday). This is a permanent, office-based position.

Job purpose:

• You will be managing the facility of telephone-based support of hardware, and the RMA process that delivers the repairing of the hardware.
• To develop and lead an exceptional Technical Support department comprising of a support desk and service workshop.
• Working alongside peers and colleagues you will manage the day to day delivery of our first line support, repair facility, and technical support of our production facility

Key responsibilities:

• Day-to-day management of the Technical Support team
• Deliver Reporting and Analysis of product performance, including failure cause and rates
• Deliver forecast and trend analysis to supply chain department to ensure the timely and on budget supply of spare parts, and maintenance of appropriate local inventory
• Deliver technical input and knowledge to Operations manager to support production activity, include gold image build, maintenance and documented production manual and work instructions
• Creation, maintenance and implementation of product service and support improvement plans that detail both proactive as well as reactive initiatives supported by clearly defined objectives
• Manage database maintenance to ensure timely and accurate reporting on costs, activity and drive the ability to log and respond to customer concerns and escalations
• Create and manage successful commercial relationships with service partners to ensure a shared vision to deliver best in class service, enabling business growth and value for money in all aspects of post-sales support and product repair
• Following internal technical product training, you will become proficient on our core range of products, then using your technical engineering knowledge, provide a fault finding diagnosis service and facilitate the technical solution

Skills and qualifications:

• Previous experience of managing in a technical support or service delivery environment
• ITIL qualified (or equivalent), preferably to management level
• Process driven with a keen eye for detail
• Computer literacy – good understanding of Microsoft Office365 and CRM systems
• Clear professional communication and presentation skills
• Strong organisation and delivery skills
• Able to communicate and liaise with customers at all levels
• Strong commercial awareness
• Can implement business decisions with energy and commitment; proactive and supportive
• Ability to create, lead and motivate a team of skilled individuals

Benefits:

• Company Pension Scheme
• 25 days holiday (plus bank holidays), additional holiday for long service, up to a maximum of 28 days in line with company policy
• Life Assurance
• Additional Lifestyle Benefits
• Free parking