Service Desk Manager - Technical Support 1st-3rd Line

Job Description

As Technical Support Team Manager, you will be joining a leading Technology Healthcare business to be responsible for the UK wide support and service division delivering exceptional operational and technical support to external users across the UK throughmeeting defined SLAs, leading the technical support/service desk teams while promoting a Customer Service oriented environment.Client DetailsMichael Page Technology are delighted to have partnered with a global leading technology healthcare business to support them with the recruitment of a new Technical Support Team Manager.DescriptionWhat youll be doing:As Technical Support Team Manager, you will be responsible for the UK wide support and service division delivering exceptional operational and technical support to external users across the UK through meeting defined SLAs, leading the technical support/servicedesk teams while promoting a Customer Service oriented environment.Responsibilities:

• Coordinate the service desk team members in their daily duties of attending to customers who come to make inquiries and facilitate good customer service culture in team members
• Ensure that Technical Support Centre team are following established case handling and call handling guidelines
• Ensure customer satisfaction through high quality support, responsive customer service and professional knowledge sharing
• Responsible for maintaining a supervisory overview of all issues and trends at the Service Desk level, and keeping leadership apprised of any performance/attendance issues
• Manage employee schedules and ensure that the department is adequately staffed during operational hours.
• Evaluate and assess service delivery performance metrics and carry out survey on customers to weigh the level of service delivery in the company
• Create a mode of operations to be adhered to by team members in order to maintain good routine and orderliness
• Delegate specific service desk responsibilities to team members to create specialisation and increase service delivery pace
• Review all customer complaints, rectify issues and liaise with appropriate departments to handle complex issues & escalations in a bid to provide more effective solutions
• Maintain compliance with Service Level Agreements and ensure effective execution of the day to day tasks
• Assess & develop team knowledge & skills level based on product growth and incident volume in your regions.
• Manage & develop Technical Support Centre team (coaching, plan development and training, performance appraisal, recruitment, etc.)
• Review and understand standard operating procedures, make recommendations, and assist with making improvements where possible in addition to helping ensure the team is aware of guidelines and aware of any changes
• There is a possibility that you will be required to participate in an Out of Hours duty manager escalation rotation.

ProfileKey Skills & Experience:

• 5+ years of experience in managing technical support teams in an operational and/or strategic leadership role.
• Appropriate qualifications and/or training in the delivery of IT Service Management
• Experience in managing service support teams, driving sustainable performance against challenging business targets.
• Experience in working and leading fast-paced customer focus teams
• A natural when it comes to customer services, with a strong focus on customer experience.
• Experience of the ITIL principles (Including Incident, Problem, Change and Configuration Management.)
• Strong culture of delivery & driving operational performance through KPI measurement
• Ability to prioritise and execute tasks in a dynamic, fast-changing environment.
• Experienced in managing and leading projects.
• People Manager with strong interpersonal, motivational & communication skills required for coaching and mentoring team members.
• Advanced troubleshooting skills. The ability to quickly troubleshoot problems of varied complexity with limited data or information resulting in the best solution for the customer.
• Strong Microsoft Office skills.
• Ability to effectively break down and communicate complex ideas/problems across teams
• Experience in the Healthcare sector will be advantageous.

Job OfferSalary:

• up to £65,000 per annum
• 10% Bonus
• 5% Employee matched pension contribution

Hybrid Working

• Flexible working available

Keyskills :
SupportService Desk ManagerTechnical Support ManagerIT Service Desk ManagerService Desk.