|IT Support Manager required for initially 3 months to join my client with offices in Cork and Kilenny, though this role is a remote role with only occasional site visits.
Benefits include remote working, competitive rate.
What we want:
A motivational leader with experience managing a successful Support division and, with your colleagues in the Support leadership team, continuously look to improve the effectiveness and performance of your department.
You must have a solid experience of service delivery and ensure your team understands the customer needs and deliver the expected outcomes. You will be flexible and pragmatic and respond to shifting priorities with a strong delivery focus. You will identify and apply new ideas in new contexts and you think beyond traditional solutions to help the running of your teams and the wider department. You communicate with confidence. You are clear and warm with a flexible and constructive approach to customers, colleagues and your team alike. You are able to organise the team to handle outstanding call volumes and achieve above industry standard of resolutions.
Responsibilities include but are not limited to:
Manage and lead a team of Team Leaders who in turn manage a team of 1st and 2nd line Support Engineers, driving their performance, ensuring that the services provided meet and exceed our customers' expectations. Continually seek opportunities to improve service and drive initiatives to support growth and improve efficiencies. Focus on timely responses and management of all contact with colleagues, and customers, maintain the highest level of customer service, bringing the Company Vision too life for all our customers. Drive a learning environment that develops both technical and customer services skills. Retain and develop talent and create succession plans by coaching the team and ensuring the team feels motivated through praise and recognition. Foster a customer focused environment with clear responsibilities and expectations for the team. Proactively identify any risks to service. Access and activate, drive and document mitigations and escalations. Address key drivers for customer contact or dissatisfaction and proactively drive improvements.
This is a role that will be completed remotely and can be delivered either as part of a fixed term contract or as a limited company contractor working inside of IR35.
Please note, if your application is suitable, one of our consultants will call you within 5 working days. If you have not heard from us within this time, your application has unfortunately been unsuccessful, however, we will keep your details on our talent management system to consider you for future opportunities.
ASC Connections Ltd acts as an employment business for temporary positions and an employment agency for permanent positions. We are committed to equal opportunity and diversity