Techncial Support Manager
CurrentManage the day-to-day running of Croner Technical Support delivering technical support to internal and external users for supported products and services to the required standard. Allocate incoming support requests to the team, prioritising action, monitoring team and resource to meet Service Level Agreements. Implements process changes as a result of quality assurance measures to achieve continuous improvement of service standards. Troubleshoot areas of poor performance and offer solutions to resolve issues both in the immediate future and for the longer term. Create SLA target reports and detail numbers and types of requests for the business to analyse. Continually review service provision in relation to all above mentioned services to identify and implement continual improvement. Implement corrective and preventative actions identified within complaint management.Motivate a team of Technical support consultants through performance, coaching, career planning and setting educational/training objectives. Facilitate customer resolution for technical queries and work to resolve within agreed SLA. Improve productivity by highlighting deficiencies and recommend change in tools, training, processes, reporting and employee management. Report operational achievements and progress to the business including statistical analysis.
