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  » Posted on: 19-12-2017

Position or Job Title IT Technical Support Manager
Company CV-Library Ltd
Recruiter Reference itjobspost/207079922
Position Location (City) Maidstone
County/Area West Midlands
Country United Kingdom
Company Profile Contact Recruiter

Description & Requirements

Job Description
To head up the growing support team of 24 assisting the customer base with a wide range of software queries, and product advice.

Ensure the Support team are able to cope with surges in demand driven by events such as new software updates, or Windows updates.

To ensure a high quality technical support service.

The role has the authority and freedom to determine the direction and content of the support services being provided, in line with the client service strategy of the business.


The ideal applicant will already be familiar with the customer support environment and understand the importance and urgency of cases logged by customers. You will have a passion for technology and fully understand how software solutions are used to provide smart solutions and efficiencies for customers.

Have the ability and skills to support customers working in a compliance driven profession where attention to detail is fundamental.

You will have a background in team leadership which not only involves managing the daily workload, but also requires you to manage staff skill sets and competency to maintain the high quality of service. You will be supported by a team of supervisors who in turn will look to their manager for leadership and mentoring.

Experience of reporting to senior management on the performance of your department will be important. The data feed from the Support team is valuable in managing product performance, planning for growth and also maintaining client relationships.

The ability to communicate with a wide cross-section of customers and colleagues is important to the role. Customer support is provided through a mixture of channels. Internally, the Support team has direct communication channels with every other element of the business.

Familiarity with the statutory reporting environment for UK entities would be an advantage, although deep technical knowledge about accounting and auditing is not necessarily expected.

Experience or knowledge with systems such as Citrix or RDS would be beneficial.

Experience in supporting cloud products would also be advantageous.

Primary responsibility

* To ensure a well administered, consistent and high quality technical support service is delivered to clients at all times.

Overall responsibilities

Day to day management of front line software support team:

* Ensure that all cases and resolutions are logged onto the system. * Monitor progress of cases through to resolution. * Maintain systems for client communication. * Management of staffing levels, to include authorisation of holiday and monitoring of sick leave. * Produce monthly management reports on client activity and team performance. * Monitoring of department performance levels on a rolling basis. * Liaise with the Client Services Director where an issue with a particular client may pose a threat to the relationship. * Liaise with QA Officer, client service and development teams concerning release and timing of software updates. * Liaise with the company's Credit Control function to ensure the record of 'live' clients remains accurate. * Personnel administration (in liaison with Personnel Department) to include approval of staff expense claims, staff appraisals, staff recruitment, attendance at staff disciplinary proceedings. * Provide direct technical support to clients. * Provide the 1st line of referral for staff when there is a client complaint. * Management and administration of web-based support tools. * Ensure urgent technical bulletins and product updates are accurate and released in good time. * Monitoring and identification of personnel training requirements and liaison with the training team, including establishing a training plan for the development of junior staff.

We endeavour to reply to all applications. However if you have not heard from us within 7 days you have been unsuccessful with this particular role. You are very welcome to apply to future advertisements placed by The Sammons Group.

The Sammons Group is an Employment Business and Employment Agency as defined by the EAA Regulations 2003, and we abide by the Code of Practice of our industry body (the Recruitment & Employment Confederation - REC).

We are committed to supporting and promoting diversity in the workplace, and welcome applications from candidates regardless of age, belief, disability, ethnic origin/nationality, gender/gender reassignment, marital/civil partnership status, pregnancy/maternity, or sexual orientation - we recruit on the basis of talent. If you require reasonable adjustments in the recruitment process, please let us know.

We regret that as a recruitment consultancy we are unable to seek visas for applicants not holding current entitlement to work in the UK

Required Skills
See listing
Nice To Have Skills
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Required Qualifications
None Listed

Additional Details

Employment Authorisation Type of Position
See listing Permanent
Salary and Package
£35000 - £40000/a
Start Date Required Experience
See listing
Required Education