Technical Services Manager

Technical Services Manager –£45,000-£50,000– Stonehouse, Gloucester

The Role
Are you experienced in leading technical teams across multiple locations? Do you have a strong background in IT project delivery and hands-on support? If so, we have an exciting opportunity for you.

We are looking for a Technical Services Manager to oversee the daily operations of our technical support team. Based in our office, this role involves regular travel to regional sites and occasional visits to project locations or meetings.

You will ensure the smooth running of our technology systems, manage IT projects and work closely with other departments to maintain and improve our IT services.

Ready to lead a team that makes a real difference in how our customers experience technology? Apply today and let’s start the conversation.

Key Responsibilities:

• Service Delivery Management: Oversee the day-to-day operations of the technical support team, ensuring all service requests are addressed within customer SLA’s and maintaining high standards of service delivery.
• Team Management: Lead, mentor, and develop the technical support team, providing guidance and support to enhance their skills and performance.
• Customer Facing Service Reviews: Conduct regular service reviews with customers to ensure their needs are being met and to identify areas for improvement.
• Complaints Management: Handle customer complaints effectively, ensuring timely resolution and maintaining customer satisfaction.
• Upstream Reporting: Provide regular reports to directors on service performance, team activities, and any issues that need to be addressed.
• System Maintenance and Upgrades: Oversee regular system checks, updates, and maintenance to ensure optimal performance and security compliance.
• Project Management: Lead and manage IT projects, including system upgrades, migrations, and new implementations. Ensure projects are completed on time and within budget.
• Stakeholder Engagement: Collaborate with stakeholders to understand their needs and provide expert guidance on IT solutions.
• Quality Assurance: Ensure that all IT solutions are thoroughly tested and meet quality standards before deployment.

The Company

We believe in making technology easy and enjoyable for businesses of all sizes; providing communications, connectivity, mobile & IT services to 5,000+ happy customers who love our down to earth approach, our in-depth technical know-how and our customer-first service. We are a company of 60 employees that puts customer support at the heart of everything we do.

The Benefits

• Breakfast and fruit provided everyday.
• 25 days holiday plus your birthday and bank holidays.
• Private medical cover after 1 year of service.
• Free subscription to PerkBox discounts and Wellness app.
• Annual Flu jabs.

The Person

• Experience: Minimum of 3 years' experience in a technical support or IT management role, preferably in a Managed Service Provider (MSP) environment.
• Leadership Skills: Demonstrated ability to lead and manage a team effectively, with excellent mentoring and communication skills.
• Performance Management: Experience in conducting performance reviews and maintaining regular performance reporting.
• Customer Service: Customer service-focused with strong attention to detail and the ability to communicate effectively with customers at all levels.
• Problem-Solving: Advanced problem-solving abilities, able to gather and analyse information effectively.
• Project Management: Proven experience in managing IT projects, with the ability to deliver on service KPIs and manage external suppliers.
• Technical Expertise: Knowledge of IT systems, network infrastructure, and cybersecurity best practices.