Assistant Support Manager

Reporting to Technical Support Manager
Develop your career with Yorkshire’s fastest growing, award-winning tech company as part of our expanding Service Team. We are looking for someone who has experience within a support environment to join our growing Service team. 

Role
The Assistant Support Manager is responsible for helping to run our globally focused 24 hour Support desk, with the primary focus on Ticket Management, and to deputise for the Technical Support Manager in their absence.  This is a customer-centric role at the heart of TTG’s operations.  The post holder should have excellent communication skills, a solid technical background combined with a passion for delivering excellence in customer service. A strong team player with a problem-solving attitude is essential to perform well in this position.

Responsibilities:

Customer Satisfaction

• Manage Service Board to ensure support requests are appropriately triaged, allocated and actioned in line with relevant KPIs and SLAs
• Identify and ensure delivery of chargeable works (AdWorks)  
• Ensure the delivery of high-quality technical support with high levels of client satisfaction
• Ensure customer service is timely and accurate on a daily basis
• Contribute to improving customer support by actively responding to queries and handling complaints
• Manage and coordinate urgent and complicated support issues
• Act as first-line escalation point for complaints and incidents
• Determine root cause of issues and communicate appropriately to internal and external customers
• To provide occasional 1st line cover for 24-7 support desk across any shift patterns if required.
• To provide occasional On-Call Cover if required.
• Occasionally handling tickets as volume demands 

Processes and Procedures

• Optimise use of the company’s PSA system - ConnectWise  
• Monitor and manage phone queue (participating in escalated calls as needed)
• Manage process for communicating outage/emergency activities to the organisation
• Monitor, manage and act on system alerts as part of proactive system management 
• Manage general system housekeeping (eg. closing down unused servers)
• Organising and reporting on planned works 

Communication

• Provide customer feedback to the appropriate internal teams (eg. Key Account Managers) 
• Advise management on situations that may require additional client support or escalation

Deputy Duties

• Deputising for the Support Delivery Manager in their absence, including (but not limited to) overseeing team, planning staff rosters, taking Project to Support handover briefs, carrying out Welcome to Support meetings and briefs as necessary

Core Skills
Technical, Customer Service, Process Improvement, Decision Making, Managing Processes, Planning, Analysing Information, Developing Standards, Emphasising Excellence

Requirements

• Proven work experience in a fast-paced Support environment in the Telecoms industry essential (ideally within a managed service environment)
• Experience of working with PBX / VOIP / SIP / VPNs essential
• Experience in troubleshooting and configuring network related technology essential 
• Knowledge of 3CX essential (Advanced Certified Engineer status); knowledge of Horizon an advantage 
• Solid technical background in telecoms services with an ability to give instructions to both technical and non-technical audiences
• Knowledge of CRM / Service Desk Management software (ConnectWise preferred)
• Customer-service oriented with a problem-solving attitude
• Excellent written and verbal communications skills
• BSc degree in Computer Science, Information Technology or relevant field (desirable, not essential)
• ITIL Foundation v3 (desirable, not essential)
• CompTIA N+/A+ Certification (desirable, not essential)
• Cisco CCNA Certification (desirable, not essential)
• A full valid UK Driving Licence

In return we offer:

• A generous basic salary (based on experience and qualifications) plus shift bonus
• Hybrid working options (following completion of probation)
• 30 days holiday (21 days + Birthday Day off + Public Holidays)
• Great funded training opportunities
• Career progression opportunities as part of a fast growing, successful company
• Pension contribution
• Paid sick leave of up to 6 weeks a year (T&C's apply)
• Life Insurance Cover of three times basic salary
• A great working environment on the edge of Leeds city centre, with ample free car parking
• Company social events, (Crystal Maze, Junkyard Golf, Summer BBQ, Games Nights)
• Pay Day Pizza
• Generous shopping and eating out discounts plus freebies through Perkbox
• Shower Facilities (Ride to Work)

Email your CV to vrobinson@technology-group.com or upload your CV on the form.

​​This list is not exhaustive, will change in response to business demands and may include other tasks as may reasonably be required by the Director.

Closing Date:
​Jun 2021

Salary: 
Negotiable

Contract:
​Permanent, Full Time

Location:
​Leeds