Technical Support Manager Permanent Full Time Monday – Friday Lancaster Salary £35k - £45k per annum, 26 days holiday Bank Hols Are client is seeking an exceptional Customer Service Manager to lead their Technical Support Team with expertise and a personable approach. This role is perfect for someone with strong team management skills, a solid understanding of technical aspects, and a passion for delivering outstanding customer support. What You'll Be Doing: Leading the Team : Inspire, motivate, and develop the Technical Support Team to deliver outstanding customer service. Improving Processes : Design, implement, and continuously enhance the department’s systems and processes. Managing Workloads : Ensure tickets are handled by the right advisor quickly and efficiently. Reporting : Provide monthly reports on ticket volume, SLA targets, and trends to the SLT. Being the Go-To Person : Act as the escalation point for all team members and manage advanced technical issues. Training and Development : Oversee the development and training of team members to ensure they have the skills and knowledge needed to excel. Customer Satisfaction : Monitor and ensure high levels of customer satisfaction and service quality. Collaboration : Work closely with internal product and engineering teams to resolve technical issues and improve product offerings. Continuous Improvement : Identify opportunities for process improvements and implement changes to enhance efficiency and effectiveness. Escalation Management : Handle escalated customer issues and ensure timely resolution. What We're Looking For: Team Management Skills : Proven ability to lead and develop a team. Customer Service Expertise : Extensive experience in managing helpdesk/support desk environments. Technical Know-How : Interest and understanding of technology and IT. Great Communication : Excellent written and verbal communication skills. Analytical Mindset : Strong data analysis skills, including proficiency with Excel. Personable and Professional : Ability to work well under pressure and maintain a professional demeanour. Problem-Solving Skills : Ability to identify issues and implement effective solutions. Organisational Skills : Strong ability to prioritise and manage multiple tasks simultaneously. If you're ready to take on a dynamic role and drive exceptional customer support, we'd love to hear from you! APPLY NOW