Manager, Technical Support Management

TN United Kingdom; Staines-upon-Thames; On-site; GBP 45,000 - 70,000; Full time

Job summary

An innovative firm is looking for a Technical Support Manager to lead a dedicated team in Staines-upon-Thames. This exciting role involves managing support KPIs, driving incident management, and overseeing change management processes. The ideal candidate will have a strong technical support background, exceptional leadership skills, and a customer-first mindset. Join a forward-thinking organization that values inclusivity and is committed to continuous improvement in customer service. If you are passionate about leading teams and enhancing support processes, this role is perfect for you.

Qualifications

• 6+ years in technical support with 3-4 years in a supervisory role.
• Proven track record of managing enterprise support in complex environments.

Responsibilities

• Lead a technical support team and manage support KPIs.
• Drive incident management and oversee change management processes.

Skills

Technical Support Management

KPI Management

AI Integration

Customer Care

Leadership Skills

Change Management

Communication Skills

Job description

Job Description

We are seeking a Manager for Technical Support Management in Staines-upon-Thames. This role involves leading a technical support team, managing support KPIs, overseeing change management, and ensuring excellent customer service. The position requires managing major outages, participating in on-call rotations, and continuously improving support processes.

What you get to do in this role:

• Manage and exceed Support KPIs such as CSAT, TTR, and Backlogs.
• Lead hiring, development, and team building efforts.
• Oversee change management related to customer support.
• Foster a culture of teamwork and collaboration.
• Handle customer escalations working across support, development, and operations teams.
• Drive incident management from detection to resolution.
• Represent the Platform, Product, and ServiceNow to customers.
• Manage outages and communicate effectively with customers.
• Participate in on-call rotations during weekends and holidays.
• Evaluate and improve current support processes and technologies.
• Align team efforts with company values and mission.

Qualifications

To succeed, you should have:

• Experience with AI integration in support processes.
• At least 6 years in technical support and service management, with 3-4 years in a supervisory role.
• Experience managing enterprise support in complex, web-based environments.
• Proven track record of delivering support metrics and leading support teams.
• A customer-first mindset and a proactive attitude.
• Exceptional customer care skills.
• Ability to develop and implement operational improvements.
• Strong leadership skills to manage change and build support for initiatives.
• Trustworthiness, fairness, and high ethical standards.
• Excellent communication skills, both oral and written.

We encourage candidates from diverse backgrounds to apply, even if they do not meet every qualification. We value inclusivity and unique experiences.