Technical Support Manager

At Mitel, you will have the opportunity to help businesses connect, collaborate and provide better experiences for our customers. You will deliver valuable contributions in creating business success within our global organization utilizing your unique attributes, skills and experience.

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Overview:

The purpose of this role is to be able to lead and manage a European Technical Support team, so that they efficiently and effectively offer technical support following best practices.

Responsibilities:

• Allocating tasks to staff

• Ensuring the performance of the staff is of the highest standard

• Reporting to management

• Regularly communicating with staff

• Meeting Customers and Partners

• Organizing holidays and training

• Discussing and resolving internal problems

• Carrying out performance reviews

• Own process documentation and improvement plans

Leadership

Being able to lead the team is a vital characteristic for this role.  Working with high standards of personal ethics, high energy, being able to share workload equitably and with the required enthusiasm are just some of the skills this role will demand.

Operational Excellence

Being an ISO20000 support organization conforming to the ITIL framework this role looks to deliver three key support initiatives for our authorized PARTNER’s, namely. 

Incident Management

Meeting all Service Levels and demonstrating our dedication to excellence in service is what sets us apart from our competitors.

With the company and the industry as a whole changing at a rapid speed the role will requires a manager who has the ability to reflect on these changes and adjust our processes to be able to exceed in this changing landscape.

Problem Management

Working closely with the dedicated Problem Management team this role will also involve aspects of Problem Management.  Here, owning, progressing and reporting on Major Incidents (CAPs) will be required. 

In addition, producing meaningful KPI’ s to predict trends in a proactive manner will be expected from the successful applicant.

Release Management

Being fully engaged with the Internal and External field trials for your region is a primary requirement for the Support team.

This task aids in several ways, including the creation of a cognitive environment for engineers to be ready for GA loads, producing quality GA loads and having the ability to offer functional feedback to the corporate team regarding product quality.

Requirements:

• Knowledge of IP, VoIP, Networking, Virtualization, Linux and Microsoft Windows Server

• Knowledge of the full application development life cycle and agile methodologies

• Excellent Customer Service skills

• Strong analytical troubleshooting skills

• Proficient in English

• Previous 3 years of similar professional experience in the IT or Telecommunications

Additional Skills:

• Available for intermittent on site work, based on a hybrid working model

• Available for international business trips

• Strong time management skills

• Excellent communication skills

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For more information, visit Why Mitel or follow us on LinkedIn here.

Mitel is committed to achieving workforce diversity and creating an inclusive working environment. Diversity makes sense for us, for our customers and for our future. We value different perspectives, skills and experiences, and welcome applications from all sections of the community.