Technical Service Support Manager

Connectus Business Solutions Limited; Northam; On-site; GBP 41,000 - 50,000; Full time

Benefits offered by this job

25 Days Annual Leave (Plus Bank HOL)

Company Pension

Free on-site parking

Flexible Working

Training & development

Career progression

Job summary

Connectus Business Solutions Ltd is seeking a Technical Service Support Manager based at our Doncaster office. The role focuses on major managed service customers, ensuring SLA compliance and technical delivery within time and budget.

Occasional travel to other company and client locations may be required. The ideal candidate will have 3–4 years’ MSP experience, with proven people, process, project and customer management skills, and a solid ITIL background.

Qualifications

• 3–4 years’ experience within an MSP environment or engineering role.
• Proven ability to manage people, processes, projects and customer relationships.
• Familiarity with ITIL best practice and service-management processes.

Responsibilities

• Take control of the Doncaster site and ensure good working practices.
• Act as first point of contact for incident escalations from client or in‑house team.
• Own the distribution and communication messaging for major incidents for allocated customers.
• Provide incident trend analysis and raise problem tickets as needed.
• Provide pre‑sales technical assistance to the Sales team.
• Meet SLA attainment responsibilities for assigned clients.
• Manage, configure and optimize the Service Management toolset and performance reports.

Skills

MSP experience

Customer management

Incident management

ITIL

PRINCE2

Job description

Connectus Business Solutions Ltd was formed after it acquired a renowned Doncaster based telecommunications company called Eximus Solutions at the beginning of 2018. Further expansion of the past 4 years has come via organic growth and the acquisitions of Cyber Security Specialists Cybersity, Hosting Provider YouCloudIT and leading MSPs, Mango, IT-4Growth and PCCSUK.

Reports To

Group Operations Director

Location

Doncaster, South Yorkshire

Salary

Up to 45K dependent upon experience

Working Hours

40 Hours Per Week

Start Date

TBC

About Connectus

Connectus Business Solutions Ltd was formed after it acquired a renowned Doncaster based telecommunications company called Eximus Solutions at the beginning of 2018. Further expansion of the past 4 years has come via organic growth and the acquisitions of Cyber Security Specialists Cybersity, Hosting Provider YouCloudIT and leading MSPs, Mango, IT-4Growth and PCCSUK.

Since The Acquisition, We Have

• Increased our headcount to 22 skilled colleagues
• Grown revenues to over £4m
• Opened two further offices at Salford Community Stadium and Grimsby complementing our HQ in Doncaster
• Increased our customer base to over 550 business and public sector contracted clients
• Remains 100% owned by the management team
• Launched our Connect-Protect-Collaborate range of fully managed services
• Connectus Business Solutions Ltd has a heritage of 20 years’ experience working with public sector Clients, Technology Partners, Schools, SME’s and large corporations across the UK to provide our managed services solutions to enable them to work faster, smarter and more securely.

We help our clients mitigate cost, risk and complexity via our simple One Provider approach, providing our customers with tools for growth through our range of services covering connectivity, network and cybersecurity, voice, IT support and data storage and backup.

Job Overview

The role of Technical Service Support Manager is predominantly allocated to several of our Major Managed Service Customers, ensuring that the engineering team are achieving SLA, Ongoing technical implementation of client‑based internal projects which are delivered within time and on budget. They will be based out of Connectus Doncaster office, however travel to other company and client locations will occasionally be needed. The Technical Service Support Manager will ensure that the service is delivered to ITIL best practice and be the escalation contact for this customer.

The ideal candidate should have at least 3‑4 years’ experience working within an MSP, engineering position proving they have technical knowledge to be able to challenge the engineering team that they will be engaging with. We require that they demonstrate experience in people, process, project and customer management. The candidate should be focused on delivering outstanding customer service, naturally strives to be and do better and wants to progress their IT Career to the next level.

Working closely with the Group Operations Director and as part of a geographically dispersed support team, the candidate will be required to assist their colleagues as and when they’re needed.

Whilst primarily responsible for several major customers, the role will be diverse as we work with different types of clients and environments so it’s important that the candidate is able to adapt to situations under pressure to find resolutions.

Responsibilities And Duties

• To take control of the Doncaster site ensuring good working practices and environment are adhered to
• To act as first point of contact for incident escalations from the client and or in‑house team
• To own the distribution and Communication messaging surrounding Major incidents for the allocated customers
• Provide Incident trend analysis and identify problem tickets that need to be raised for investigation.
• Provide pre‑sales technical assistance to the Sales team as and when required.
• SLA attainment responsibilities
• Responsible for the management, configuration and optimization of the Service management toolset including operational performance reports for the teams and individuals.

Project Management

• Management of technical, business and resourcing of allocated projects
• Management of assigned resources as appropriate to the implementation of project related activities
• Prepare and maintain all project documentation such as initiation, delivery plans and budgets
• Develop and maintain project plans and report documentation as necessary to ensure timely communication and successful delivery of assigned projects
• Risk and Issue Identification and management
• Deployment planning, management and transition to live operation
• Ensure deliverables meet required quality standards.

Competencies

• Deep understanding of networks, servers, cloud and end point devices
• Knowledge of PRINCEII and or ITIL working best practices
• Full UK Driving License (Essential)
• Ability to develop and build effective relationships
• Ability to lead, mentor and develop technical support teams
• Performance management, setting KPI.s, conducting reviews and driving continuous service improvement
• Managing escalations and resolving internal or customer‑facing issues effectively
• Resource planning
• Certifications relating to the required technologies would be beneficial.
• Communicating effectively with internal teams, suppliers and customers
• Incident, Problem and Change management.

Benefits

• 25 Days Annual Leave (Plus Bank Holidays) Pro-Rata
• One additional Holiday Day for your birthday
• Ability to take an additional 5 days unpaid Annual Leave
• Length of service awards
• Flexible Working (time and location)
• Company Pension scheme
• Free on‑site parking
• Funded Personal Training & Development Plan including Study support
• Company Team Building and Social Events
• Free tickets to a range of Sporting events including full hospitality
• Modern and efficient IT Equipment including your choice of Smart phone
• Proven path of career progression in a fast paced and dynamic team environment
• Referral Bonus
• Dog Friendly Office.