Technical Support Manager

DVS Ltd; Cardiff; Ibrido; GBP 45.000 - 65.000; Tempo pieno

Descrizione del lavoro

DVS Ltd in Cardiff is seeking a Technical Support Manager to lead our Technical Support Department, driving day-to-day operations, service excellence, and KPI delivery. You will develop the team’s technical knowledge, oversee training, and ensure outstanding customer experience while upholding brand values.

The role emphasizes hands-on leadership, performance management, and collaboration with other departments to maintain high service standards and efficient issue resolution.

Competenze

• Strong leadership and team development capabilities.
• Excellent interpersonal and communication skills.
• Proven ability to improve customer service and support quality.
• Analytical mindset with KPI reporting experience.
• Proactive problem-solving in a fast-paced environment.

Mansioni

• Lead and support all areas of the Technical Support Department, ensuring efficient and effective day-to-day operations.
• Drive departmental performance by monitoring, developing, and reporting on KPIs through weekly and monthly data packs.
• Ensure all team members complete their individual and team KPI activities.
• Support the wider business and uphold the DVS brand by leading through example and promoting company values.
• Train and develop team members with a focus on technical knowledge, customer service, and continuous improvement.
• Maintain attendance and individual performance records, and conduct monthly 1-to-1 meetings with updates recorded in People HR.
• Coordinate supplier-led training and ensure content supports ongoing team learning.
• Deliver effective customer training as part of the DVS training program, in-house or online.

Conoscenze

Leadership

Team management

Customer service

Analytical skills

Problem-solving

Communication

IT literacy

Strumenti

People HR

Descrizione del lavoro

Current Vacancies - Technical Support Manager

Location: Internal role, based at DVS Cardiff

Role Summary:

This is an excellent opportunity to join our fast-paced, award-winning Technical Support Department as Technical Support Manager. The role is responsible for the day-to-day leadership and performance of the department, with a strong focus on developing the team’s technical knowledge, improving service standards, delivering outstanding customer experience, and achieving departmental KPIs.

Responsibilities

Department Leadership and Performance

• Lead and support all areas of the Technical Support Department, ensuring efficient and effective day-to-day operations.
• Drive departmental performance by monitoring, developing, and reporting on KPIs through weekly and monthly data packs.
• Ensure all team members complete their individual and team KPI activities.
• Support the wider business and uphold the DVS brand by leading through example and promoting company values.

Team Management and Development

• Support technical activities where required and provide hands‑on guidance to the team.
• Train and develop team members with a focus on technical knowledge, customer service, and continuous improvement.
• Maintain attendance and individual performance records, and conduct monthly 1-to-1 meetings with updates recorded in People HR.
• Coordinate supplier‑led training and ensure relevant content is used to support continued team learning and development.
• Deliver effective customer training as part of the DVS training program, either in‑house or online.

Customer Service and Quality

• Build and maintain strong customer relationships through efficient, professional communication.
• Resolve escalated customer and interdepartmental queries professionally and effectively.
• Maintain high service standards through appropriate quality control measures and a commitment to industry‑leading customer experience.

Operational and Management Responsibilities

• Maintain a safe working environment by following all health and safety procedures and safe systems of work, and ensure equipment is properly maintained and accounted for.
• Attend training sessions and meetings as required, including occasional commitments outside normal working hours.
• Contribute to the DVS management team by providing feedback, supporting actions from the Executive team, and helping to drive day‑to‑day business operations.
• Attend weekly, monthly, and ad hoc DVS management meetings as required.

Key Objectives

• Excellent interpersonal, customer service, organizational, and communication skills
• Strong leadership skills, with the ability to motivate and develop a team
• Excellent analytical and problem-solving skills, even under pressure
• High attention to detail and the ability to use initiative
• Ability to work in a time‑sensitive environment and meet deadlines
• A strong desire to learn and keep both yourself and the team up to date with new processes and technical developments

Ideal Candidate

• A strong track record of professionalism and excellent customer service
• Good knowledge of basic electronic principles and strong IT literacy
• Proven experience of leading a team successfully
• A keen interest in learning about new technologies, industry trends, and networking
• Essential industry knowledge in CCTV, fire, access control, intruder, and door entry systems