Are you an experienced Technical Support Manager, looking for a new career opportunity? Do you have proven experience leading a team of 2nd & 3rd Line Technical Support Agents within a busy contact centre role?
We are looking for a technical innovator, with exceptional problem solving capabilities to lead a team of technical customer advisors across a diverse range of SaaS products and services. This brand-new team, working on behalf of a global tech company are looking for an experienced Service Desk Manager to be part of this exciting period of growth.
You’ll join an established business based in Talbot Green, which has a superb company culture with great staff engagement, who really look after their people teams. They offer defined long term development and progression plus a host of great employee perks.
We need people with previous background in leading, coaching and developing Technical Support teams, have great technical and problem solving skills, and love working in customer focussed, busy team environment.
Here’s a bit more about the role:
Job Title: 2nd Line Technical Support Manager
Salary: £55,000 pa + annual bonus of up to 5%
Hours: 37.5 hpw, Monday to Friday shifts between 8.00am and 6pm.
Location: Talbot Green (free parking onsite) with hybrid working available (up to 2 days home working per week)
Contract: Permanent
Benefits: 25 days annual leave + bank holidays + option to buy more, company pension, employee assistance programme, life assurance, health cashback plan, shopping discounts, free parking, free breakfast, free tea, coffee and soft drinks PLUS LOADS MORE!
As a 2nd Line Technical Support Manager, your role will be pivotal in leading a team of 2nd line technical product advisors in a SaaS environment. Key duties will include:
- Responsibility for the delivery of 2nd line technical customer support for all products
- Ensure all SLAs are met including but not limited to calls, tickets, complaints, and escalations.
- Manage product related technical queries, incidents and problems to resolution.
- Identifying potential product bugs, enhancements and feature requests including co-operating with the engineering and product team involving a weekly meeting to establish priorities.
- Utilising JIRA (technical service management tool) to manage overarching workload and track output from the team.
- Diagnosing data issues and working with platform operations and product development teams to resolve.
- Lead in data integrity and sensitivity, ensuring all process and policies are in line with security requirements, privacy regulations and legislation.
- Build effective relationships with key stakeholders to ensure open communication and swift resolutions to customer impacting issues.
- Management of any coaching support and delivery of performance using the agreed performance framework of Quality and Productivity against the teams KPI’s.
- Responsible for all team training ensuring training materials are kept up to date. Including product improvements and policy changes.
- Report to the Head of Operations and attend Operational meetings to report on results and issues.
- Advocate for change when necessary, ensuring the team are aware and kept up to date with any changes and have received regular communication. Driving continuous improvements.
- Input into any projects and product testing when necessary.
- Assist with recruitment when necessary.
To be successful in this 2nd Line Technical Operations Manager role you should be able to demonstrate the following experience on your CV:
- Previous experience in a 2nd or 3rd line technical support in a SaaS environment as a Support Team Leader or Operations Manager
- Experience leading a team of technical support, ensuring customer satisfaction is at the heart of all the work completed.
- Experience of coaching and developing technical teams
- Technical skills required with an aptitude in using software products of varying complexity.
- Ability to plan and carry out work on your own or as part of the team.
- Decision-making and bringing innovation to problem solving.
- Helpful and positive attitude in a busy environment
- Able to project a respectable and professional image.
- Ability to maintain a calm approach and work effectively under pressure.
- Communicates clearly and confidently, both verbally and in writing
Jomo People embrace diversity and truly believe in equal opportunities for all. We believe that inclusion and diversity increases creativity, delivers innovation, improves performance and better serves our customers.
We truly believe in the ethos that companies with greater diversity perform better than those without. It is for these reasons that all qualified applicants will be considered for employment regardless of age, race, religion, genetic information, sexual orientation, gender identity, parental status, disability, educational background or any other characteristic for that matter that doesn’t relate to your ability to perform the role.
So what you waiting for? If you’d like to be considered for this 2nd Line Technical Support Manager in Talbot Green, send your CV to Jomo People now!