Overview
We are recruiting a Technical Support Manager to join our Business Systems team. We offer a hybrid working pattern with a mix of office and remote working.
Responsibilities
* To manage and lead the team of Customer support staff, including but not limited to managing annual and sick leave, providing regular coaching and feedback, identifying, developing and monitoring individual and team performance.
* To provide 1st/2nd line product support principally to external customers but also to internal colleagues where required.
* To support the team to resolve issues that come into the service desk acting as a point of escalation for more challenging issues.
* To ensure that incidents are resolved in a timely manner to meet defined service level targets using ITIL processes.
* To proactively help resolve tickets where required.
* To participate as a project resource as and when required.
* To coach other members of the team and other support staff.
* To ensure that the Support Team can provide support during deployment phases of new products when required.
Qualifications and skills
* Experience implementing ITIL best practice, including Incident Management / Change Management / Problem Management.
* Effective communication and presentation skills
* Demonstrable leadership and motivation skills.
* Effective planning and time management skills.
* Experience in providing support and advice to other team members.
* Good problem-solving skills.
* Ability to work to deadlines and under pressure.
* Networking knowledge covering LAN/WAN technologies.
What we offer
* Competitive salary
* 25 days holiday + public holidays (pro rata)
* Holiday purchase scheme
* Contributory pension
* Paid volunteer day to support a cause you are passionate about
* Dedicated 24/7 employee benefits platform ‘Verlingue’ that include things like: free eye tests and retail discounts
* EAP WeCare service - including a 24/7 online GP and mental health counselling service
* Boost your learning and growth through access to a Talent Library with over 800 courses, covering subjects from business skills to project management essentials
* Free car parking
* A warm and welcoming team environment
* Development and a chance to build a rewarding career
Equal Opportunities
At Tunstall, we’re committed to building a team that reflects the diversity of the communities we serve. We welcome applications from people of all backgrounds, experiences, and abilities, and we celebrate the unique strengths each colleague brings. Our recruitment process is open, fair and inclusive, and we’re dedicated to providing any reasonable adjustments you may need to thrive.
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