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Technical Support Manager
4 months ago
Why work for us:
At Vodafone, we're working hard to build a better future A more connected, more inclusive, and more sustainable world. We believe technology is only as powerful as the people using it to create a better tomorrow:
Role Purpose:
As customers continue to invest in digital to capture productivity and growth in Ireland, we are embarking on a journey of transformation and investment to help customers to achieve their business ambitions through our expanding portfolio of ICT solutions and services across connectivity, cloud and security, managed services, SD-WAN, unified comms, collaboration and IoT.
Business Service Operations (BSO) is the customer facing technical support team who support our Vodafone Business Corporate and Government customers.
We specialise in providing technical support for complex solutions built from Voice (SIP, WLR, Unified Comms) and Data products (Internet, IPVPN, SDx, LAN, WIFI, Ethernet).
Due to Vodafone Business' investment and growth plans in this area, there is a requirement for a Level 2 Network Support Manager to lead an expanding team of Level 2 Technical Support engineers. This is a leadership role at the forefront of providing excellent experiences for our customers.
They have ownership of performance of the Level 2 Support function.
This support given by this team can influence and help drive customer satisfaction, value, retention, and growth.
Essence of Role – Key Accountabilities:
The Technical Support Manager (Customer Solutions) :
Builds and leads a highly skilled Level 2 Technical Support Team who support complex customer solutions across a wide range of products.
Develop and manage resource capacity and define an appropriate range of KPI's and reporting.
Builds trusted relationship with Business customers, by driving continuous service improvement and managing escalations with a focus on ownership, empathy and urgency.
Works collaboratively with other technical teams including BSO Level 1, Delivery & Level 3 Engineers, Core Network Operations, Business Solution and Service Design, Business Product Development to understand and resolve customer issues and solve complex problems.
Works collaboratively with Service Managers and Account Managers to ensure customers are getting an excellent support experience.
Inputs into new customer solutions to ensure they are of the highest standard and can be supported by BSO Level 1 and Leve 2 engineers
Part of the on-call Duty Manager rota, supporting BSO Level 1 and Level 2 teams outside of business hours. Managing customer communications during Major Incidents including vendor engagement, and senior executive communications for complex & critical incidents, using an understanding of complex customer networks and solutions.
We Are Looking For You, If You Have:
Essential
5 years' experience in a technical services leadership/management role, managing a team of Cisco & Aruba certified engineers
5 years' experience in supporting complex telecommunication and CPE (customer premise equipment) network-based propositions (Cisco, Aruba, VMWare)
Proficient understanding of network engineering
Team and Capability building experience of technical support teams.
Experience working and troubleshooting with support engineers at all levels, Service Delivery management, and in engaging / managing partners / external service providers.
Strong problem-solving skills.
'Customer First' mindset
Ability to build and maintain trust at senior customer levels by managing perceptions of results, empathising with the customer concerns, and proving the integrity of our servicing capabilities.
Excellent communication and people skills
Excellent service issue / complaint resolution skills
A passion for work with customers in a high-quality service driven industry
A "can-do" attitude with the ability to support, drive and motivate your team to achieve their best potential and overall performance.
Who we are:
Vodafone is pioneering Ireland's gigabit society. We are Ireland's leading total communications provider offering products and services make a real impact in the lives and communities of our customers. As part of Vodafone Group, we are part of the world's largest mobile community with a presence across all five continents.
We're at the forefront of innovation in Ireland. From delivering Gigabit speeds which offers the fastest game play for gamers, or helping people work from anywhere in the country, the work we do is at the cutting edge of technology and is constantly evolving.
Our purpose is to connect for a better future, and this is made possible by our people. No matter what your background, career stage or interests, we have opportunities across all areas of the business, which will help you explore and unlock your full potential. You will get to work in a fantastic environment where diversity and difference is valued, flexible working is the norm and you'll get to play a role in delivering Ireland's Gigabit Society
Our people are at the centre of everything we do. We employ approximately 1,300 people in Dublin and across our network of retail stores in Ireland. Our aim is to ensure each employee has the opportunity to innovate, to be challenged and to be rewarded. We are dynamic in everything we do, including our approach to training, development, performance management and flexible benefits.
Vodafone is committed to support LGBT+ people at work.
We are an equal opportunities employer where our people can be at their best.
When choosing us
When you join the Vodafone Team, you will have the chance to grow your career while also experiencing some serious benefits
Some of the benefits that you will receive along the way are:
Competitive Salary
Flexible working (times and location) is part of our culture where your hours can facilitate your personal work-life balance
Generous Employer Pension contribution
Free Phone Bill – When you join the team, your phone bill is on us You will also receive mobile phone purchasing discounts
Learning and Development – We provide extensive training to all of our employees so they can progress in their careers There is also the Vodafone University where our employees can gain incredible skills
Exclusive Family and Friends Discounts – Receive additional discounts for you, your Family and Friends on Vodafone Products
23 days annual leave and 3 charity days off – PLUS a dedicated day off for your birthday
Free Parking
Access to our Wellness centre including free access to our Gym, health and wellness centre and external practitioners
We are passionate about our employees Here at Vodafone we want you to bring your whole self to work and we enable this with our progressive workplace policies. We are proud supporters of the LGBTQ+ community and Vodafone is committed to support all of their employees at work. We are an equal opportunities employers where our people can be at their best.
When you combine Technology and the human spirit, anything is possible. And when you join Vodafone, we'll help you shape a rewarding career that gives back in more ways than one. Its starts here. It starts with you.
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