Technical Support Manager

As part of this role you will complete a full review of the departments processes and systems and as part of our culture of continuous improvement and innovation, you will suggest and implement new and improved processes to ensure the department is always working at its best for both our customers and staff.

Reporting also forms a key part of this role and an analytical mindset is key. You will provide monthly reports to the Head of Product and Brand covering items such as ticket volume, SLA targets and ticket trends. As Technical Support Manager, you will work closely with the Product Manager to raise awareness of increasing ticket trends and provide the data to support investigations.

Key to success in this role will be solid understanding of Chiptech’s Products and Services, training will be provided, however, an aptitude and passion for learning and digital technology is key. This position requires an eye for detail, exceptional communication skills both internally and externally, the ability to excel under pressure and manage tasks simultaneously.

Responsibilities of the role

This role encompasses a range of responsibilities, including but not limited to;

• Design, implement and continually improve department systems and processes
• Responsibility for the development and training of the team
• Responsibility to lead, inspire and develop the team to ensure best-in-class customer service
• Develop a strong understanding of Chiptech’s product range, including hardware components (PCBs, batteries, transmitter switches) and software tools, to provide informed guidance and support to the team.
• Monitor and guide the resolution of advanced technical issues, coordinating with internal product and engineering teams where necessary to ensure timely, high-quality outcomes for customers.
• Act as an escalation point and go to person for all team members
• Provide monthly report to SMT on project statuses, Service Level KPIs, RAG ratings, Customer Satisfaction scores, product trends and ongoing developments.
• Identify and escalate product patterns issues to the Head of Product and Brand in a timely manner.
• Ensure Customer Service SLAs are met in line with contracts
• Workload management of advisors and ensuring tickets are dealt with by the correct advisor, in a timely manner with exceptional service at its heart.
• Ticket trend analysis for predictive and continuous improvement and adjustments

Key Skills and Attributes

• Experience managing a helpdesk/support desk (Required)
• Experience implementing new customer service processes / systems (Required)
• Experience in recruitment and performance management (Required)
• Data Analysis Skills (e.g Excel Functions and Data Manipulation) (Required)
• Experience with HubSpot CRM (Desirable)
• A passion for excellent customer service
• Strong proven team management skills
• Interest and aptitude for technology and IT
• Communicate well with stakeholders and across departments
• Great communication skills both via written and spoken form
• Can work and be calm under pressure
• Successfully prioritise and manage complex workloads
• Methodical approach
• Problem Solving
• Personable and Professional Manner

Job Title: Technical Support Manager | Location: Palatine Hall, Dalton Square, Lancaster, LA1 1PW | Reporting to: Head of Product and Brand | Working hours: 8:30 – 16:30 or 9:00 – 17:00

If you’re ready to take your career to the next level and help us deliver meaningful change, we’d love to hear from you!