About the Role

You will work closely with the Support Team Manager(STM) or Technical Manager(TM), ensuring the Support Team provides class leading support to The Company’s various customers via email, phone and site visits.

This varied and engaging role covers many disciplines, incorporating both technical and people supervisory skills. A high understanding of and being directly involved in reviewing and implementing the Company’s systems, processes and reporting tools that are required in order to monitor and progress the team in moving forward, in accordance with the Company’s end goals as agreed with the Senior Management Team.

The core of this role will include the responsibility of overseeing and co-ordinating the Support Team’s day-to-day activities. It also includes resource planning to ensure that full cover of the Helpdesk is provided, at all times, to allow customer SLA’s to be met under the management of the STM or TM.

This role also incorporates the supervision of the team from an HR perspective, when instructed by the STM or TM.

Person Specification

Some of the personal skills we are looking for include: –

Good Interpersonal Skills
Experience in a support environment preferred
Good communications skills – written and verbal, both to internal stake holders and to external clients
A good team-playing mentality
An ability to work to tight deadlines and within constraints
Good analytical and reporting skills
A problem solving attitude

Key Responsibilities

Act as per the company values at all times.
Act as the supervisor within the Support Team, including but not limited to Web support, CORE Support and primarily Tech Support.
Work with the STM to ensure all IT Support services are provided within clients SLA’s and lead times
Monitor the feedback stats from all Support staff, ensuring that the team are following up on any poor feedback as instructed by the STM or TM
Planning resource to ensure that site-visits are undertaken in a timely fashion
Lead the Support Team in resolving all technical issues and report to the STM or TM where they are struggling
Encouraging Support Team staff to ensure that KPI targets are met and report to the STM or TM where we are falling short.
Assist the Support Team in their day-to-day activities ensuring such duties as performing routine maintenance and upgrades on both customer/clients’ systems as well as our own internal systems are performed and completed in a timely manner.
Feedback on processes that affect the support team, whether they are adequate or not fit for purpose.
Feedback where it is felt that external training/guidance requirements are not being met.
Covering the STM where required in building and maintaining rotas, including cover for Saturday shifts and 24 hr on call for the Support Team staff.
Acting as cover for any member of the team, when required and capacity allows.
Feedback to the STM or TM any perceived failures or concerns about performance in any area of the business.
Report any issues within the Support team that come under the heading of ‘Duty of Care’ to the STM or TM. For example, if someone doesn’t turn up or is feeling unwell.
Feedback to STM or TM where the support team do not have all relevant uniform and tools which are appropriate for their role/duties.
Report any health & safety major issues to the STM or TM.
While the above forms the core of the day-to-day role, additional activities maybe requested of you, and as a pro-active member of the company you would be expected to help in any reasonable request.