Support Manager
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| Job Type | Permanent |
| Area | Reading/Leatherhead, UK |
| Sector | IT |
| Salary | £50,000 - £75,000 per Annum + |
| Start Date | 2022-05-16 |
| Job Ref | JOB-6053 |
- Description
We are looking for a 2nd/3rd Line Support Manager to work for an MSP. The Support Manager role will be filled by someone with proven team-lead experience and hands-on experience with Azure and the Microsoft 365 suite. They will manage the team and act as an escalation point for support issues raised by the support team. This role is on a hybrid basis paying up to £50-75k.
Key Skills & Background;
- Good working knowledge and understanding of the Microsoft 365 Admin Centre.
- Great working knowledge and understanding of the Azure Management Portal.
- Great knowledge and understanding of M365 and Azure products & components.
- Excellent level of customer service skills, with the ability to work under pressure whilst maintaining accuracy & attention to detail.
- Exchange, SharePoint, Teams Administrative knowledge
- Experience working with another MSP/CSP
About the Role;
- Ensure ongoing outstanding customer experience
- Ensure support services, customer facing or not, are continuously improved
- Assessing the technical needs of staff or clients
- Develop and maintain formal and informal criteria set that allow identification of tickets to be reviewed for improvement
- Establishing and maintaining strong relationships across teams and with staff/clients
- Managing and upholding the troubleshooting escalation process
- Measure service satisfaction levels
- Identifying gaps in the support process and amending it accordingly
- Occasionally working with third parties to rectify issues
- Providing guidance for problems and questions
- Report on performance and wellbeing of team members monthly to the Head of Technical Solutions
About the Company;
They provide world class expertise. From security, storage and virtualisation to licensing, digital transformation and managed services. Their breadth of insight & experience has helped hundreds of the worlds best known brands and will do the same for customer business. The added value from their passionate, customer focussed, service driven people will help customers achieve more.
Location: Leather or Reading – Hybrid role – 3 days a week office based
Country: UK
Start Date: ASAP
Salary: £50-75k
