This is a key role within our Management Team as the Technical Services Delivery Manager you will be involved in managing a Technical Services Team (currently 12) and provide effective project planning for jobs/projects.
You will be responsible for ensuring a high-quality level of service is consistently delivered to all our customers and be able to identify and solve issues as part of the Management Team.
With excellent communication skills, you need to be an all-rounder who is driven by customer service.
As a dedicated and enthusiastic Technical Services Manager you must have experience and knowledge working in an IT environment as well as management and supervision of technical staff.
We are a Huddersfield based IT company with a division in Kendal, we have been going for over 35 years and have a strong client base and employee count of around 38. We have a company provided car park and additional incentives.
The ideal candidate will need to have previous experience in a similar role, must be able to work effectively on their own, as well as heading up the team.
Responsibilities:
- Leading the service delivery and technical services team, ensuring the team's processes and tasks are
carried out efficiently and to a consistently high standard of quality
- Provide service expertise and be the escalation point within the Service Delivery team on support and
technical matters
- Mentor and coach staff to maximise individual and team development, growth, competence, and
succession
- Oversee the service to customers to ensure effective service delivery and service levels are met for timely
response and quality resolution of problems & projects
- Constantly monitor and document recommendations formally via service delivery plan including SLAs
- Maintain documentation and work with the Senior Management team on strategies, processes and
procedures
- Have hands on input in planning, leading, delivering and assuring projects/tasks are completed efficiently and in a timely manner
- Ensure accurate inventory tracking, licensing, and asset management
- Develop, generate and analyse operational and service performance reports and share with the Technical
Services Team
- Maintain the 2-way relationships with key clients and provide IT leadership
Essential Skills and Experience;
- Business literate, confident and enthusiastic about technology
- Good planning skills
- Experience of leading, mentored or managing Technical Services both field and Technical Support Team
- Ability work as both independently and as a team player
- Ability to communicate, collaborate, establish, and maintain a strong professional relationship with team members and with clients
- Ability to multi-task in a fast-paced environment is necessary
- Strong customer service, project management, and quality control skills
- Ability to explain complex technical issues in a non-technical way and provide support to customers
- Need to have excellent communication skills and be an all-rounder who is driven by customer service
- A minimum of 3 years experience in a technology based / IT Service Delivery role
- A minimum of 2 years management experience