Job Purpose Summary
The IT & Technical Support Manager is a critical part of CMS's business, contributing to our success by overseeing the 1st & 2nd Line IT Service team.
The IT Service team has a dual role within the business to provide internal technical support to all staff within CMS and provide external technical support to our Draytek business customers.
Role Responsibilities
* Define, implement, and manage technical support processes and procedures for 1st and 2nd line support teams.
* Manage prioritisation, oversee escalation and resolution of support incidents.
* Ensure adherence to ticket logging and documentation process for all support incidents.
* Manage resource capability to meet the demands of the business.
* Operational and logistical liaison with IT Operations & Draytek
* Ensure all departments have SOPs, Knowledge Base Library and process documents which are kept in line with company policy and reviewed / updated every 6 months.
* Ensure your team are achieving all SLAs & KPIs in line with company targets.
* Identification of firmware bugs and managing liaison between the customer and Draytek engineering.
Additional Responsibilities Reporting & Performance
* Weekly report showing KPI performance metrics for team.
* Monthly reporting to management on team's performance and trend analysis
* Individual KPI's set and reported on quarterly.
* Manage, report, and enhance RMA processes, including service types and delivery.
People Management
* Development and retention of team members
* Ensure team members have Objectives set for each quarter.
* Hold regular One-To-One meetings with team members.
* Review and/or approve end of Probation period for team members.
* Validate and approve team members bonus's as per Objective plan.
* Assist team members with their Personal Development Plans (PDPs).
* Own the performance management process for team members.
* Mentoring and coaching team members.
Key Traits
1. Courageous Courage and conviction, as well as the ability to stand up when necessary to do what is right.
2. Flexible and Adaptable While it is imperative to always be fair and transparent, it is important to be adaptable and able to work effectively within a variety of situations and with various individuals or groups.
3. Growth Mindset A culturally aware and knowledgeable mindset is crucial and will allow you to manage and motivate a diverse group of employees.
4. Risk Conscious Understanding potential risks to minimize their impact, and in turn, assist the business to recover quickly if an incident occurs.
5. Conflict Resolution Uses a variety of approaches to manage and resolve concerns, disagreement, and conflict.
6. Effective Communicator The ability to effectively communicate, either verbally or in writing, with a diverse range of people, across different areas of the business, and with varying levels of experience.
7. Team Player Able to positively contribute to create a healthy team dynamic, focused on delivering the best services to our people as well as delivering business goals.
8. Professional Ability to maintain a calm and positive attitude, particularly when under pressure; acting in CMS's best interest and representing the Company's values and behaviours.
CMS believes that a diverse and inclusive workforce enriches and is integral to the success of our company. We value diverse opinions and perspectives, and therefore welcome candidates from all backgrounds including but not limited to, ethnicity, gender, age, nationality, culture, religious beliefs, sexual orientation and neuro-diversity.
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