Support Manager Position Available

ToxicPaddy

Guys,

Heres a position thats coming up in the company i work for.Its a small software
development/financial services company, approx 50 people and a telephone based
support dept of 6 people.

The company is based in Dublin city centre near Merrion Sq.

The renumeration package will be discussed upon application for the position
so please dont ask me for the details as I dont have them

Ive given a brief over view of the position below, but if youre interested, pm me
and ill send you a more detailed description of whats required.

Anyone interested can pm me and Ill give them the address to send the CV to and
more details about the company.

Cheers

Tox


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Job Spec

Reporting to the Technical Operations Director, this role involves full management
of team performance, by providing day-to-day supervision and direction to the team
and its resources. The Support Manager is responsible for ensuring that all company
clients are provided with the highest level of response and support as laid out via
the SLA’s and key performance indicators set for the department.



Job Responsibilities Specific Tasks:

Operation Management

- Daily planning and delegation of tasks and duties to the team to ensure that all
service levels are achieved on a daily basis and that each engineer has an
appropriate number of calls to deal with.
- Monitor customer/business queries, ensure queries are closed within service level,
assign responsibility for closure to team members.
- Maintain existing high level of support for all clients and increase customer
satisfaction.

Customer/Business Satisfaction

- Identify and quantify sources of customer/business satisfaction and dissatisfaction.
- Analyse customer/business feedback to identify support issues in the marketplace.
- Provide accurate and prompt responses to the client/business.

People Management

- Give ongoing feedback to staff on productivity, efficiency, and effectiveness of job
related skills.
- Set and review quarterly objectives or employees.
- Conduct annual appraisals, develop personal development plans for each
employee.
- Recruitment and selection.
- Holiday planning and time off, including holiday cover for Irish Bank Holidays and
Christmas.

Quality

- Ensure the team complies to quality procedures and processes.
- Perform/organise periodic call “reviews” to ensure quality and maintainability.
- Attend meetings with Sales/Relationship Manager to review ongoing issues.
- Drive continuous improvement on a daily basis; assist staff in all area’s and offer
advice when necessary.
- Assistance in implementation of new systems to “improve quality“ in team as
required.

Preferred Skills and Experience:

- High level of Communication skills, both verbal and written.
- Ability to solve problems and create solutions.
- Ability to promote and encourage team working along with an ability to build team
spirit.
- Time management skills
- Customer service skills
- Demonstrates excellent customer service skills.
- Minimum of 3 years in a Management position or in a support team lead role.
- 3rd Level of education.
- Use of Gemini Call Logging System would be advantageous.
- Experience in Financial Web based applications support.