The Technical Service Support Manager will oversee critical service delivery functions, be responsible for maintaining customer satisfaction, and drive internal governance and external reporting.The focus of the role is to deliver exceptional customer service in the most cost-effective andefficient manner. The candidate will be expected to form key relationships with customers and suppliers.
· Excellent communication skills (verbal, written, and listening) including an excellent telephone manner and strong customer service skills· Knowledge of Network Operations Center (NOC) activities · Extensive knowledge of network infrastructure managed services requirements and implementation, i.e. Network Management as a Service (NMaaS)· Extensive technical knowledge of networking and communication (data, voice, etc.) technology· Project management experience.· A logical approach to troubleshooting, diagnosing, and resolving problems (technical and nontechnical challenges in the business environment)· Good knowledge of the retail industry, including store operations and IT· Good relationship builder with strong diplomatic skills· Ability to work under pressure meeting tight deadlines whilst demonstrating drive and a positive approach to work· A good understanding of the ITIL Service Management framework with an ITIL certification a plus.· Excellent customer facing/customer service skills
- Highly organized and methodical approach to work, with good attention for detail and a proactive approach to ensuring work is done efficiently and to the required standards
- Experienced user of Microsoft Office (Word, Excel, PowerPoint, Projects, Visio)
Demonstrable experience in the following areas:· Strong understanding of ITIL and IT Best Practices (ITIL Foundation certified)· A logical approach to troubleshooting, diagnosing, and resolving problems· Embraces change, seeking opportunities for continuous improvement· Experience of working in a customer-focused environment