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TECHNICAL SUPPORT TEAM LEADER

Company: LANDMARK TECHNOLOGIES				Apply for this job
Job Reference Number	10319608	Client ID:	RI/TSTL 300408	Add to Job Basket
Posted On:	Apr 30 2008
Last Updated:	May 13 2008			Mail a Friend
Location:	DUBLIN WEST
Job Type:	Permanent
Salary:	30-40K DOE

Landmark Technologies has grown from strength to strength over the past 10 years by delivering quality products and quality services to our clients. We are looking for a dynamic individual to join our us and to drive the Technical Support team as the business grows further.

The primary function of the Technical Support Team Leader will be to manage the day to day operations of the Technical Support Team. The Technical Support Team Leader is responsible for the customer experience throughout the lifecycle of the support request, from receipt to resolution and is responsible for ensuring a professional and efficient service delivery to clients within SLA.

Reporting directly to the Managing Director.

Summary;

• Ownership and accountability for the customer technical support experience throughout.
  
• Co-Ordinate the daily operations of the Help Desk Support Team and the Field Service Engineers
  
• Planning, scheduling and management of the team to meet service delivery requirements by creating effective and realistic schedules and ensuring adherence to same for all aspects of services & installations.
  
• Handling escalated cases from Clients, Help Desk Analysts, Field Service Engineers and Sales.
  
• Management of proactive maintenance tasks and preventive monitoring
  
• Liaise with clients in all aspects of Technical Support
  
• Project management
  
• Assist the Managing Director to set goals and objectives for the team and drive the team to achieve them.
  
• Active participation in Disciplinary actions where applicable
  
• Identify & propose areas for improvement/development.
  
• Develop and implement policies and procedures to enhance the efficiency of service delivery to our clients and our client’s service experience.
  
• Provide feedback and training recommendations to the
  
  Responsibilities:
  
  Help team with direct case handling where necessary
  
  Provide assistance to Engineers if required to resolve problems and handle difficult cases.
  
  Active participation in recruitment & interview process
  
  Attend regular meetings with the Management Team
  
  Performance Reporting and trend analysis on a weekly, monthly and ad-hoc basis
  
  Participate or lead special projects within the Department.
  
  Maintain excellent levels of communication with Support Team
  
  Provide team members with the support and tools needed to provide an excellent service to customers
  
  Support the day to day work processes within the Department.
  
  Focus on customer service by addressing customer concerns and proactively building customer relationships.
  
  Requirements:
  
  2 years proven effective line management experience within a technical environment
  
  3 years hands on experience from within a technical environment
  
  Fluency in written and spoken English is essential.
  
  Excellent interpersonal and communication skills both written and verbally
  
  Accustomed to working in a pressured environment to tight deadlines
  
  Awareness of commercial aspects of role
  
  Expertise, to include but not limited to; PC & Server hardware, Networking equipment, Firewalls, Switches, WiFi and operating systems all MS Windows XP Pro, Vista Business, Windows Server 2003, 2003 SBE, MS Exchange 2000 & 2003. MS desktop applications such as Office, Outlook etc
  
  Qualifications:
  Technology, Business related degree or equivalent professional qualifications.
  
  We offer:
  
  
• An attractive package with both fixed and variable components as well as a continuing education program
  
• A long-term perspective within a successful company with a flat organisational structure.
  
• A key role within a professional and enthusiastic management team
  
  If you are interested in taking our challenge, please send us a compelling explanation of why you are the person we should entrust with this unique opportunity, including at least your CV, academic and business qualifications.
  
  Contact Ken on 01-6205500 or hr@landmark.ie.
  

No recruitment agency assistance required at this time, no phone calls please