The Technical Support Manager will be responsible for running and managing the company’s technical support department. This role will primarily involve ensuring the team efficiently responds to inbound technical support issues, via telephone, email, and the company’s website and support ticketing system, and that all issues are documented and resolved ASAP. It will further involve defining support processes and procedures and in depth reporting and analysis of the reported technical issues, along with root cause analysis leading to recommended remedial action.
The Technical Support Manager will be responsible for elevation of issues to the development team, as well as ensuring that any bugs are correctly documented. They will further be responsible for ensuring that the resolutions are correctly communicated to the support team and in turn out to the customer base. They will also manage the hardware support and product RMA tickets raised from the support help desk.
The Technical Support Manager will further be responsible for implementing and managing in depth pre-release testing and QA/QC procedures, for both software and hardware.
The role will also involve the successful candidate managing and maintaining the company’s online support systems, including ticketing, Knowledgebase articles and support documentation. A critical eye for detail is imperative, as is a detailed and methodical approach to documentation.
Key areas of responsibility
- Define, implement and manage technical support processes and procedures
- Manage 1st and 2nd line technical support personnel.
- Produce weekly and monthly management reports on technical support tickets.
- Manage and report on the RMA process, including root cause analysis and remedial action.
- Manage escalation of support incidents to the development team
- Ensure the ticketing and documentation process for all support incidents is adhered to.
- Manage on-site support services as required
- Manage the process of communicating new software updates and releases to customers
- Mange the online FAQ and support article knowledgebase
- Define and manage the QA/QC testing process for all software and hardware releases.
Key Skills
The successful candidate will have in depth technical knowledge and experience within some of the following key technical areas:
- Networking, Wi-Fi, TCP/IP, Proxy Servers
- Comfortable with CRM and ticketing systems
- In depth knowledge of office application software
- Ability to analyse and produce reports on issues
- Familiar with mobile devices and tablet technology
- Analytical thinker and attention to detail
Education: GCSE Qualifications, ideally post graduate in Computer discipline
Experience: Minimum 3 years managing a technical support team.
Salary: Circa £30k DOE
Holiday: 23 Days plus public holidays