Technical Support Manager
Posted on :
06-02-2024
Employer Active
1 Vacancy
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Job Description
Key Purpose of the Job
Managing the Technical Support Desk priority to triage all new corrective jobs reducing the number of calls passed to fieldbased engineers by use of remote diagnostic tools and phone support Managing the call logging team to enhance the customer experience providing initial 1st line end user support ensuring all new correctives jobs are raised in line with current processes. Monitoring and monthly reporting of remote corrective and preventive calls across both the technical support and call logging teams to support KST service delivery.
Key Job Responsibilities
To support the Head of Technical Services and Operations Director in all aspects of the Kings Secure Technologies service delivery.
Support the Head of Technical services in all aspects of commissioning and ARC liaison.
Manage and support prebuild requirements.
Monitor and manage the teams monthly remote PPM targets.
Continuous review for improvements to enhance & increase numbers of remote corrective and PPM completion per month.
None policed FAM reporting.
Extensive knowledge and troubleshooting skills of security systems of various manufacturers.
To manage technical support desk shift patterns holiday records sickness etc.
To manage resourcing in the event of sickness leave or staffing problems by supporting other areas.
Provide coaching by remote monitoring and parallel listening in response to identification of trends and opportunities and coach staff accordingly.
To recruit motivate manage and retain a highly skilled technical engineering resource within their remit.
To provide technical support to end users and engineers both internally and externally
Support all areas of the Engineering department to identify any training needs to ensure compliance to all applicable.
To identify and recommend new platforms/systems that could be implemented and to advise the Head of Technical services on requirements and resourcing plans including participation of the product steering group.
To provide monthly stats & performance reports to the Head of Technical Services.
To attend operational meeting to support in defining and implementing the engineering strategy of the business and identifying best practice.
Any other reasonable requests from the Head of Technical Services and SLT members.
Implement and act in accordance with all company policies including but not limited to information security policies environmental quality and Health and Safety
Protect assets from unauthorised access disclosure modification destruction or interference.
Implement particular security processes or activities as requested by management.
Support business needs in the event of an incident by following instructions requested by management.
Report security events or potential events or other security risks to the organisation.
Highlight any issue s identified to the relevant parties such as account managers area managers and line managers.
Embrace new customers and technologies the company adopts.
Owning auditing and applying procedures and best practices whilst making proactive recommendations to improve service delivery and systems reliability.
Being responsible for solution finding and coordination in response to customer technical issues.
Operational overview of support activity including recurrent tasks (reporting etc.).
Essential Requirements for the job:
- Minimum of three years experience of Technical Support or similar supervisor or managerial function
- Three years security system experience of Intruder including signalling devices and paths/CCTV/Access Control
- Experience of managing and coordinating complex and time restricted activities
- High degree of planning and organisational skills
- Effective time management skills
- Excellent communication skills both verbally and in writing
- Good interpersonal skills with the ability to build strong relationship within the business and clients.
- Good general technical knowledge and experience
- Demonstration of a high level of competency with regard to analytical thinking and problem solving.
- Experience in managing a highvolume security technical support team or department in a similar service industry.
- Highly motivated with a real passion for personal development and ability to act on own initiative.
- Handson technical team leader and people manager.
Desirable requirements for the job:
- 24/7/365 Rota management experience.
- Experience in handling projects and tasks with tight deadlines.
- ARC experience/operational knowledge
- Security system standard ( working practises)
- Basic IP network understanding
- Cloud based security systems experience.
- Cloud and application portal management.
- UDL tools and management.
Employment Type
Full Time
Key Skills
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