Technical Support Manager - Cardiff

Technical Support Manager - Cardiff

Location: Cardiff , South Glamorgan Salary: Negotiable Depending on Experience Date posted: 26/06/2012 12:07 Job type:Permanent Company: Orange Recruitment Contact: Recruitment Team Ref: Totaljobs/OR/E/TSM Job ID: 53879733

Technical Support Manager
Reporting to: Technical Resources Manager
Salary: Negotiable depending upon experience

JOB PURPOSE

The Support Managers role is to oversee all Support staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to identification, prioritisation and resolution of incidents, including the monitoring, tracking and coordination of Service functions. The Support Manager is also responsible for planning, designing, and analysing the organisations service according to best practices, while ensuring high levels of customer support, service quality and availability. This individual will develop, implement, and oversee policies and procedures to ensure consistent service levels and quick resolutions. The Support Manager is also responsible for staffing capacity planning, service process design, performance analysis, and developing proactive resolution plans. The Support Manager will also contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.

Responsibilities / Duties / KEY AREAS

Operational Management

Manage the processing of incoming calls to the Service Desk via both telephone, e-mail and other to ensure courteous, timely and effective resolution of end user issues.
Develop and enforce request handling and escalation policies and procedures.
Track and analyse trends in Help Desk requests and generate statistical reports and KPIs
Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
Work with the Training & Customer Account Manager to identify, recommend, develop and implement end user training programs to increase computer literacy and self-sufficiency.
Work with the Training & Customer Account Manager to oversee development and communication of help sheets, usage guides and FAQs for end users.
Manage the overall service desk activities and staff.
Contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.
Monitor incident trends and anticipate potential problems for proactive resolution.
Internally support the companies network infrastructure
Develop policies and procedures that outline how problems are identified, documented, assigned and corrected.
Analyse performance of Service activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
Recruitment and selection of Service staff.
Manage Service staff performance, plan and conduct performance appraisals of Service staff, administer disciplinary action as necessary.
Oversee the development, implementation and administration of service staff training procedures and policies.

General

Responsible for the Health & Safety of Service Staff and ensuring they are appropriately trained in how to operate equipment safely
Responsible for ensuring the Service Department complies with ISO 9000 standards
Any other duties as required by the Technical Resources Manager.

QUALIFICATIONS AND EXPERIENCE REQUIRED FOR THE JOB

Essential

Formal Education & Certification

College diploma or university degree in the field of computer science and/or extensive equivalent work experience.

Knowledge & Experience

Extensive application support experience.
Extensive knowledge of computer hardware.
Working knowledge of a range of diagnostic utilities.
Experience with desktop and server operating systems.
Proven track record of developing and providing SLAs and Service Desk deliverables.
Experience in the management of a technical support team.

Desirable

Knowledge & Experience

Microsoft Active Directory and +Server 2008