Technical Services Manager

A leading and growing provider of Satellite Communications and IT Support to the Government and Maritime markets are looking for a Technical Services Manager to join in a new permanent role. This growing organisation are able to offer hybrid working from their Redhill, Surrey office.

The successful candidate must hold or have the ability to achieve DV Security Clearance. Naval experience either from being in the Royal Navy or having worked with the Navy through working with the MOD or defence organisations is essential.

Key Responsibilities

• Reporting into the UK Senior Technical Services Manager, this role will take ownership of all support cases across Commercial Satellite Communication Services (CSCS) and will work closely with the MOD System Engineering and MOD Project teams
• As the case develops, ensuring that relevant teams responsible for the ticket at the time is supported and managed to ensure effective support case resolution.
• Ensure all logistical and technical support elements of each engineer’s service visit are managed to ensure maximum efficiency is gained (e.g. combining with project work or surveys where possible), this is to ensure correct equipment is used and returned correctly and appropriate for the visit.
• Manage each support visit so that all commercial arrangements are understood such as internal/external invoicing and liaison with external MoD customers if needed to agree any terms
• Working with the Senior Technical Service Manager and Field Service Engineering Team, ascertain feedback to project engineers/managers where issues arise that inform documentation amendments & updates.
• Creation of support documentation as required to ensure continued improvement of processes.
• Tracking support trends utilising our Ticketing System and other resources, as required, and owning improvement programmes.
• Ensuring effective capture of the case on Secure Insight for configuration control.
• Be able to manage minor projects that fall under support/obsolescence programmes as assigned by the Programme Manager.
• Management of the MOD Escalation Process, refining such that detail is captured as required.
• Provision of training to 1st and 2nd line support staff and also assist in facilitating onboarding new Field Service Engineers.
• Assist in the launch of new UK Government services into the organisation including any support documentation required.
• Ensuring that CSCS4 spares holdings are sufficient and being part of the procurement of additional spares as required.

Experience

• Ability to work hard, show tenacity, proactively work on own initiative, solve problems using own judgement, meet tight deadlines and balance priorities to achieve results.
• Desirable - Royal Navy technical comms experience across COMSAT, MILSAT, MNE and Message handling
• A desire to want to immerse themselves technically to become proficient in support
• Understanding of wider MOD networks across land and sea.
• Technical experience of electrical/electronic, IT networking equipment and satellite communication.
• Must be extremely customer focused with a proactive and flexible approach to work.
• Understanding of ITIL would be advantageous.