Support Manager - 2nd Line

Technical Support Manager - 2nd Line

£40 - 45k

3 days in the office

Due to growth, a Technical Support Manager is needed to own the 2nd line service desk function, from higher level technical input to managing a team of 5 Team Leaders responsible for 40 engineers.

Working along side the 1st and 3rd line Support Managers and their teams, you will lead and develop the 2nd line Teams, driving accountability, consistency, and performance, while maintaining clear ownership and control of escalated support and service delivery

Coming from a technical background yourself, you will be responsible for:

Manage the 2nd line support function and teams
Customer experience for 2nd line tickets
Coach and support Team Leaders, ensuring they are effective and well-supported
Performance, KPIs, and output of the 2nd Line function, ensuring consistent SLA delivery
Identify and drive practical improvements to processes, ways of working, and service flow...

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