• Manage the technical support team, providing line management, mentoring and engagement with other support teams• Set and monitor targets for technical support team, focusing on improving and developing performance and knowledge to ensure that SLAs are met• Ensure that ticket queues are managed effectively & Provide technical integration support to clients• Ensure SLA's are maintained within specified deadlines

- Research and identify solutions to software and hardware issues- Track computer system issues through to resolution, within agreed time limits- Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue- Properly escalate unresolved issues to appropriate internal teams (e.g. software engineers)- Prioritize and manage several open issues at one time- Escalate support desk tickets to Level 3 in the most crucial circumstances- Assisted customers with more difficult technical issues requiring a greater level of personalized care and in greater length.- Technical knowledge (systems, scripting, API)