Technical Service Desk / Installations Manager
Location: Billingshurst & travel
Responsible to: Technical Manager, SCCIA
Key relationships: Technical, projects, sales, finance, clients & contractors, subcontractors
Role Overview
As the Technical Service Desk/ Installations Manager, you will be responsible for managing the Airwave Technical Service Desk and installations teams, managing their day to day activities and organising the technical programme for Airwave (maintenance and installation). This role requires both, strong managerial and previous hands-on technical experience such that you can confidently understand and deploy necessary resource and provide guidance to other engineers or directly resolve support requests.
Key Responsibilities
- Managing workflow of Service Desk to achieve maximum time utilisation, faster ticket turnaround and greater customer satisfaction;
- Programme planning – working closely with Projects Team and Sales to identify timing and resource required for each installation with the aim of making delivery of jobs financially and operationally efficient;
- Responding to and dealing with overflow support requests, providing guidance and technical help to other team members;
- Being the first point of contact for day to day issues and managing the Technical Service Desk team in all areas;
- Be a point of Technical escalation, providing support and guidance to the field team and / or providing hands on site support as required;
- Provide reporting as required in relation to Tech Team activities;
- Establish processes, templates and workflows to improve the efficiency of the Service Desk;
- Implementing SLA and monthly KPI reporting
- Attending various clients' sites, in London and surrounding areas on an occasional basis including hands on resolution of tech issues or relationship management;
- Communicate effectively cross functionally within Airwave and with the wider SCCI Technical team.
Key Knowledge and experience
- 5+ years' technical experience (network, IT and / or TV systems);
- Previous experience of managing a service desk, or working with a Managed Service Provider as a Service Desk Manager
- Experience with Call Management software packages
- Experience in implementing processes and workflows in the work of Service Desk
- Software and Hardware Troubleshooting skills
- Experience with all common operating Systems
- Good working knowledge of Ethernet, TCP/IP routing and firewall technologies
- Working knowledge of firewalls, Anti-Virus, Anti-Spam, web filtering
- Working experience of network configuration and management Cisco/Mikrotik/Aruba
- Management of network switches including port configuration, trunking, routing, and failover
- Excellent written and verbal communication including negotiation
Dimensions
- Full time FTC role based in Billingshurst (generally 8:30 – 5:30), additional hours may be required
- Extensive and frequent UK travel required for site attendance, Client meetings etc.
- Flexibility of time and travel required including potential for overnight stays
