We are seeking a highly talented, experienced Technical Support Manager for our extremely fast-growing organization to ensure that user’s needs are met through improved processes and service. The successful candidate will be required to manage our Technical Support teams to provide a high level of service for all customers and to implement efficient and comprehensive solutions for all issues with which the department deals day to day.
You will also be expected to take a strong, pro-active role in developing the over-all strategy for your department and implementing new solutions and processes.
This appointment is a senior appointment and the successful candidate will work in association with all of the senior management team in planning, formulating strategy, implementation and influencing all primary commercial decisions across the company. The candidate should have the ability to foster strong and robust relationships, manage virtual teams and develop a shared vision.
To formulate a technical support development plan to differentiate Imagine from other services providers in the sector.
To recommend and develop software and hardware solutions to support CRM function and MIS reporting needs across each functional department within the company.
Research and set customer expectations and needs for services
Capacity planning, resource and cost management, including forecasting, to provide for optimum resourcing at all times, ensuring team are strategically positioned to respond to the changing needs of our business.
Setting weekly/monthly operational targets, including plans for achievement and continuously monitor performance, taking proactive corrective action, as necessary
Provide proactive leadership, guidance and direction to your team leads, through comprehensive coaching and mentoring
Coaching and developing the team to provide a high level of service, driving forward continuous improvement of processes, procedures, policies and systems and organizations in relation to technical support.
Conduct periodic quality assessment surveys
Knowledge, Skills and Abilities:
At least 3-5 years’ experience at management level in a technical support environment
An excellent knowledge of the customer contact and support arenas
A high level of interpersonal and communication (oral & written) skills necessary to develop excellent business relationships
A high level of familiarity with the relevant technology and metrics related to a contact environment, knowledge of help desk software packages and a high level of technical knowledge in telecommunications is preferred
Good understanding of Internet technologies, TCP/IP, Networks, Firewalls, routers, DNS, DHCP
Excellent hands-on people leadership skills, strong budget management, project management skills, able to build effective customer and business relationships in a results driven environment
Solid experience of team management, performance management and an ability to create and maintain KPI’s to monitor and improve customer service levels and team performance.