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Technical Support Manager – with customer service focus

Position:  Technical Support Manager (with focus on customer service)

Suitable for:  Customer Support Manager / IT Support Manager / Service Desk Manager / Helpdesk Manager – ideally with telecoms services experience

Location:  Leeds, West Yorkshire

Salary:  C£35k

Our client is a successful telecoms provider looking for a Technical Support Manager with strong focus on customer service.  This is an integral role where you will be responsible for managing a small team of 1st and 2nd Line Support Analysts providing technical resolution and excellent customer service.

A problem-solving attitude with the ability to motivate the team to achieve specific goals are essential skills for the Technical Support Manager to perform well in this position.

Skills / Experience / Attributes:

  • Proven experience as Technical Support Manager, Customer Support Manager, IT Support Manager, Service Desk Manager / Helpdesk Manager or similar
  • Must be focused on providing customer service as well as technical resolution
  • Previous team / line management experience (small team of about 6)
  • Technical background in telecoms / IT services with ability to give instructions to a non-technical audience
  • Familiarity with helpdesk software specifically to analyse customer and ticket data

Technical Skills:

It would be useful if you had some of the following:

  • VOIP, general network infrastructure / connectivity, unified comms
  • Windows Server
  • ADSL / Router & Firewall configuration
  • VPN principles & setup
  • Strong TCP/IP networking and troubleshooting

Core Skills:

Customer Service, Process Improvement, Decision Making, Managing Processes, Staffing, Planning, Tracking Budget Expenses, Analysing Information, Developing Standards, Emphasising Excellence

Full job description available

To apply:  please e-mail your CV to CV@solosearch.co.uk (ideally word format)

Please note:  you must be eligible to work in the UK for your application to be considered


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