IT & Technical Support Manager

7 days ago

Ballina, Ireland CMS Distribution Full time

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 & provide external technical support to our Draytek business customers. The IT & Technical Support Manager is responsible for overall team performance and ensuring all SLAs and KPIs are being achieved each month in line with business expectations and tasked to ensure that all queries / issues are resolved to a high professional standard all whilst meeting strict SLA's. As IT & Technical Support Manager you will be responsible for delivering high level service across all IT Service through a team of Technicians, Engineers & Specialists . This role will be accountable to the Head of Operations Support. Role Responsibilities Key Role Demands ? 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. ? Maintain service quality by means of recruitment, training, staff motivation, renumeration, and incentives for support team Lead from the front: ? Always demonstrate the expected values. ? Show team that our leaders aren't afraid to get stuck in. ? Constantly look for, and encourage others to find, process improvements/efficiencies - under the "every click counts" ideology. Skills & Personal Attributes ? Ideal candidates for this role are skilled in complex problem solving, are creative and are a critical thinker ? Ability to multi-task, while having high attention to detail as well as taking a "hands on approach" ? Have a strong understanding on how to prioritise and make quick logical decisions in a fast-paced environment ? Ability to drive the team forward to hit targets/goals ? At least 5 years' experience managing a service support team within the IT networking sector. ? Excellent working technical knowledge of IP networking solutions encompassing routing, Ethernet switching and Wireless Networking solutions. ? Detailed working knowledge of service desk management/tracking systems. Key Traits 1. Courageous Courage and conviction, as well as the ability to stand up when necessary to do what is right. It is the job of People Relations to take a stand at the onset of misconduct, boldly speaking up when things need to be different. This delivers a futuristic message: If we make the right move now-while it may be difficult-the company will be more profitable and sustainable in the long run. 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. A successful People Relations professional should be open-minded to change and differing perspectives. 3. Growth Mindset A culturally aware and knowledgeable mindset is crucial and will allow you to manage and motivate a diverse group of employees. Furthermore, you should always adopt a learning approach and seek to develop your own skills and knowledge regularly. 4. Risk Conscious Understanding potential risks to minimize their impact, and in turn, assist the business to recover quickly if an incident occurs. It is the People Officer's responsibility to fully understand the company's policies and practices and always apply them. 5. Conflict Resolution Uses a variety of approaches to manage and resolve concerns, disagreement, and conflict. Invites others to express their points of view. Identifies and takes steps to prevent potential situations that could result in unpleasant confrontations. Expresses disagreements in a way that does not attack or disparage others. Facilitates the development of creative solutions to conflict. Knows when to compromise and when to stand firm. 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. Able to actively communicate with the team. Able to keep key stakeholders informed of progress. 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. Willing to support team members and equally able to ask for assistance when needed. Understand that we win together as a team. 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. To be considered for this role you will be redirected to and must complete the application process on our careers page. To start the process, click the Apply button below to Login/Register.

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