Technical Support Manager - Bradford, United Kingdom - Kings Security

Description

Key Purpose of the Job

Managingthe Technical Support Desk priority to triage all new correctivejobs reducing the number of calls passed to fieldbased engineers byuse of remote diagnostic tools and phone support Managing the calllogging team to enhance the customer experience providing initial1st line end user support ensuring all new correctives jobs areraised in line with current processes. Monitoring and monthlyreporting of remote corrective and preventive calls across both thetechnical support and call logging teams to support KST servicedelivery.

KeyJob Responsibilities

To support the Head of Technical Services and Operations Directorin all aspects of the Kings Secure Technologies servicedelivery.
Support the Head ofTechnical services in all aspects of commissioning and ARCliaison.
Manage and supportprebuild requirements.
Monitorand manage the teams monthly remote PPMtargets.
Continuous review forimprovements to enhance & increase numbers of remotecorrective and PPM completion permonth.
None policed FAMreporting.
Extensive knowledgeand troubleshooting skills of security systems of variousmanufacturers.
To managetechnical support desk shift patterns holiday records sicknessetc.
To manage resourcing in theevent of sickness leave or staffing problems by supporting otherareas.
Provide coaching by remotemonitoring and parallel listening in response to identification oftrends and opportunities and coach staffaccordingly.
To recruit motivatemanage and retain a highly skilled technical engineering resourcewithin their remit.
To providetechnical support to end users and engineers both internally andexternally
Support all areas ofthe Engineering department to identify any training needs to ensurecompliance to all applicable.
Toidentify and recommend new platforms/systems that could beimplemented and to advise the Head of Technical services onrequirements and resourcing plans including participation of theproduct steering group.
Toprovide monthly stats & performance reports to the Head ofTechnical Services.
To attendoperational meeting to support in defining and implementing theengineering strategy of the business and identifying bestpractice.
Any other reasonablerequests from the Head of Technical Services and SLTmembers.
Implement and act inaccordance with all company policies including but not limited toinformation security policies environmental quality and Health andSafety
Protect assets fromunauthorised access disclosure modification destruction orinterference.
Implementparticular security processes or activities as requested bymanagement.
Support businessneeds in the event of an incident by following instructionsrequested by management.
Reportsecurity events or potential events or other security risks to theorganisation.
Highlight any issues identified to the relevant parties such as account managers areamanagers and line managers.
Embrace new customers and technologies the company adopts.
Owning auditing and applyingprocedures and best practices whilst making proactiverecommendations to improve service delivery and systemsreliability.
Being responsiblefor solution finding and coordination in response to customertechnical issues.
Operationaloverview of support activity including recurrent tasks (reportingetc.).

EssentialRequirements for the job:

• Minimum of three yearsexperience of Technical Support or similar supervisor or managerialfunction
  
• Threeyears security system experience of Intruder including signallingdevices and paths/CCTV/AccessControl
  
• Experienceof managing and coordinating complex and time restrictedactivities
  
• Highdegree of planning and organisationalskills
  
• Effectivetime managementskills
  
• Excellentcommunication skills both verbally and inwriting
  
• Goodinterpersonal skills with the ability to build strong relationshipwithin the business andclients.
  
• Goodgeneral technical knowledge andexperience
  
• Demonstrationof a high level of competency with regard to analytical thinkingand problemsolving.
  
• Experiencein managing a highvolume security technical support team ordepartment in a similar serviceindustry.
  
• Highlymotivated with a real passion for personal development and abilityto act on owninitiative.
  
• Handsontechnical team leader and peoplemanager.
  

Desirablerequirements for the job:

• 24/7/365Rota management experience.
  
• Experiencein handling projects and tasks with tightdeadlines.
  
• ARCexperience/operationalknowledge
  
• Securitysystem standard ( workingpractises)
  
• BasicIP networkunderstanding
  
• Cloudbased security systemsexperience.
  
• Cloudand application portalmanagement.
  
• UDLtools andmanagement.