technical support manager London, England
Job description
We offer hybrid work for this position with plenty of flexibility to work remote, however candidates must leave within reasonable distance of London.
THE ROLE
The Support Manager runs our dedicated engineering team working with key client relationships or 'strategic accounts’. Capable of forming considered, responsive & effective service delivery with our customers and to enable our customers to gain maximum benefit from their partnership with Optimity. This is an experienced management role, running a small team of engineers who are based onsite. A good understanding of SME network infrastructure, endpoint management & information security and the ability to communicate your understanding to a mixed audience, including client system administrators as well as, executive stakeholders. Experience & authority working at a senior level with the ability to motivate a strong technical team around you.
DUTIES
Account reporting & relationship development:
- Producing weekly and monthly client status reports detailing time used, tickets, monitoring reports and any incident reports.
- Assist with design & process of incident management, request fulfilment and change management processes to increase client satisfaction.
- Ownership of internal KPIs that provide utilisation scoring and ROI metrics.
- Managing any escalated service issues with passion and urgency.
- Act as a 'strategic account’ stakeholder escalation point with CIO & Technical Account Lead.
- Help generate department 'strategic account’ metrics working with CIO & Technical Account Lead.
- Continually look for areas of improvement and deliver these to the customers.
- Consistent contact with 'strategic accounts’ to keep our customer stakeholders close and for us to be able to proactively react to their needs & obtain service desk feedback.
- Quality control on all 'strategic account’ customer service communication.
- Chair & help run the monthly service reviews with 'strategic accounts’ / alongside Technical Account Lead & CIO.
- Maintain in-depth product knowledge of the service offerings of the company.
Opportunity development:
- Attend first contact meetings with prospective customers to ensure service management processes are understood & presented.
- Experience with SD platforms & external KPI reporting.
- Interact with new clients on boarding and responsible for the service desk UAT.
- Help manage all subscription licensing, renewals and quotes.
- Input into client technical roadmaps and budgets.
Workflow & best-practice development:
- Maintain in-depth product knowledge of the service offerings of the company.
- Assist the Procurement Officer with the quoting and purchasing platform and to help educate its use across the IT team.
- Drive the onboarding & onboarding process at each key account within service desk management across the team to enforce a security first mentality.
- Consult & inform executive management with 'strategic account’ management issues / feedback & opportunities.
This list is not exhaustive, and the tasks assigned might change as per company’s needs.
MINIMUM REQUIREMENTS:
- 4 years technical & commercial experience of MSP and/or ISP operational platforms eg, service agreements, service desk, time reporting, quoting & purchasing.
- Experience creating and presenting service level agreement (SLA) & key performance indicators (KPI) metrics from service management platforms e.g., FreshService, ConnectWise etc.
- Experience creating and delivering technical presentations internally and externally, communicating to stakeholders but also outlining challenges and steps to resolution.
- Feedback on issues with current services and provide input around new / alternative solutions & platforms.
- Be an ambassador for brand Optimity, striving to deliver service excellence across the range of Optimity IT services & solutions.
- Ability to identify and present technical solutions to problems having a strong problem-solving mentality.
- Teamwork oriented and strategically focused on customer service and quality.
- Able to adapt to an ever-changing environment while being able to remain focused and not lose sight of strategic goals.
- A high level of work independence is necessary while being able to be supportive and provide direction based on company initiative.
- Have a track of understanding client business goals and commercial knowledge.
- Strong verbal and written communication and IT fluency.
- In-depth knowledge of the industry and its current events and technological Developments.
- The ability to handle pressure and meet deadlines.
- Skill in prioritising and triaging obligations.
- Passionate about Information Security.
Job Types: Full-time, Permanent
Salary: £45,000.00 per year
Benefits:
- Additional leave
- Casual dress
- Company events
- Cycle to work scheme
- Free parking
- Life insurance
- On-site parking
- Private medical insurance
- Referral programme
- Sick pay
- Work from home
Schedule:
- Monday to Friday
Ability to commute/relocate:
- London: reliably commute or plan to relocate before starting work (required)
Experience:
- MSP: 4 years (required)
- Team management: 2 years (required)
- Technical support and escalations: 4 years (required)
Work Location: Hybrid remote in London
About Optimity (UK)
CEO: Leeland Pavey
Revenue: $5 to $25 million (USD)
Size: 51 to 200 Employees
Type: Company - Private
Website: www.optimity.co.uk
Year Founded: 2002
