Technical Service Support Manager

Connectus Business Solutions Ltd was formed after it acquired a renowned Doncaster based telecommunications company called Eximus Solutions at the beginning of 2018. Further expansion of the past 4 years has come via organic growth and the acquisitions of Cyber Security Specialists Cybersity, Hosting Provider YouCloudIT and leading MSPs, Mango, IT-4Growth and PCCSUK.Since the Acquisition, we have:Increased our headcount to 22 skilled colleaguesGrown revenues to over £4mOpened two further offices at Salford Community Stadium and Grimsby complementing our HQ in DoncasterIncreased our customer base to over 550 business and public sector contracted clientsRemains 100% owned by the management teamLaunched our Connect-Protect-Collaborate range of fully managed servicesConnectus Business Solutions Ltd has a heritage of 20 years’ experience working with public sector Clients, Technology Partners, Schools, SME’s and large corporations across the UK to provide our managed services solutions to enable them to work faster, smarter and more securely.We help our clients mitigate cost, risk and complexity via our simple One Provider approach, providing our customers with tools for growth through our range of services covering connectivity, network and cybersecurity, voice, IT support and data storage and backup.Job OverviewThe role of Technical Service Support Manager is predominantly allocated to several of our Major Managed Service Customers, ensuring that the engineering team are achieving SLA, Ongoing technical implementation of client-based internal projects which are delivered within time and on budget. They will be based out of Connectus Doncaster office, however travel to other company and client locations will occasionally be needed. The Technical Service Support Manager will ensure that the service is delivered to ITIL best practice and be the escalation contact for this customer.The ideal candidate should have at least 3-4 years’ experience working within an MSP, engineering position proving they have technical knowledge to be able to challenge the engineering team that they will be engaging with. We require that they demonstrate experience in people, process, project and customer management. The candidate should be focused on delivering outstanding customer service, naturally strives to be and do better and wants to progress their IT Career to the next level.Working closely with the Group Operations Director and as part of a geographically dispersed support team, the candidate will be required to assist their colleagues as and when they’re needed.Whilst primarily responsible for several major customers, the role will be diverse as we work with different types of clients and environments so it’s important that the candidate is able to adapt to situations under pressure to find resolutions.Responsibilities and DutiesTo take control of the Doncaster site ensuring good working practices and environment are adhered toTo act as first point of contact for incident escalations from the client and or in-house teamTo own the distribution and Communication messaging surrounding Major incidents for the allocated customersProvide Incident trend analysis and identify problem tickets that need to be raised for investigation.Provide pre-sales technical assistance to the Sales team as and when required.Responsible for the management, configuration and optimization of the Service management toolset including operational performance reports for the teams and individuals.Project ManagementManagement of technical, business and resourcing of allocated projectsManagement of assigned resources as appropriate to the implementation of project related activitiesPrepare and maintain all project documentation such as initiation, delivery plans and budgetsDevelop and maintain project plans and report documentation as necessary to ensure timely communication and successful delivery of assigned projectsRisk and Issue Identification and managementDeployment planning, management and transition to live operationEnsure deliverables meet required quality standards.Deep understanding of networks, servers, cloud and end point devicesKnowledge of PRINCEII and or ITIL working best practicesFull UK Driving License (Essential)Ability to develop and build effective relationshipsAbility to lead, mentor and develop technical support teamsPerformance management, setting KPI.s, conducting reviews and driving continuous service improvementManaging escalations and resolving internal or customer-facing issues effectivelyResource planningCertifications relating to the required technologies would be beneficial.Communicating effectively with internal teams, suppliers and customersIncident, Problem and Change management.25 Days Annual Leave (Plus Bank Holidays) Pro-RataOne additional Holiday Day for your birthdayAbility to take an additional 5 days unpaid Annual LeaveLength of service awardsFlexible Working (time and location)Company Pension schemeFree on-site parkingFunded Personal Training and Development Plan including Study supportCompany Team Building and Social EventsFree tickets to a range of Sporting events including full hospitalityModern and efficient IT Equipment including your choice of Smart phoneProven path of career progression in a fast paced and dynamic team ..... full job details .....