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Techncial Support Manager
About the Role
An innovative technology company is seeking an experienced Technical Support Manager to lead a team of technical support specialists, ensuring customers receive high-quality assistance with their digital solutions. This is an office-based role in Hemel Hempstead, with work hours from Monday to Friday, 9 am to 5:30 pm, and the flexibility to handle escalations as needed.
Key Responsibilities
- Lead, train, and manage a skilled technical support team, focusing on delivering customer satisfaction and support quality.
- Develop and implement effective support policies and best practices.
- Monitor service metrics and performance to ensure SLAs are consistently met.
- Conduct Root Cause Analysis (RCA), Trend Analysis, and produce support-related reports.
- Serve as a point of escalation for complex customer issues, providing timely and effective solutions.
- Collaborate with product and engineering teams to address technical issues and enhance product performance.
- Stay informed about industry trends and emerging technologies.
Essential Skills & Experience
- Proven experience in technical support or customer service management, ideally in IT or EPOS sectors.
- Strong leadership and team management abilities.
- Excellent problem-solving and analytical skills, with experience in RCA and Trend Analysis.
- Proficiency with support software, Windows operating systems (Windows 7 to Windows 11, Server 2012 to 2022), and virtualisation tools such as VMware and Microsoft Hyper-V.
- Strong communication skills, with a customer-focused approach and ability to work effectively under pressure.
- Familiarity with Microsoft Office and the ability to work collaboratively with cross-functional teams.
Desirable Skills
- Experience with QSR/Retail technology solutions, including POS/EPOS systems.
- Knowledge of additional operating systems such as Linux and Mac OS.
- Background in start-up or evolving technology environments.
How to ApplyIf you're a driven Technical Support Manager with a passion for customer satisfaction and a track record of successful team leadership, we'd love to hear from you. Apply now to take the next step in your career within a dynamic and supportive environment.
Established in Didsbury, Connexa Technology Ltd is becoming one of the UK's fastest growing IT and Technology recruitment companies.
People. Technology. Connected.
Connexa Technology is acting as an Employment Agency in relation to this vacancy.
