The Head of Technical Support is responsible for the design and delivery of a service delivery plan that will ensure all customers receive outstanding technical support at all times.
The role forms part of the Customer Care operational delivery senior management team, with a remit of accountability for identifying, addressing and leading process and performance improvements across all customer care channels.
- Looking for someone with a successful track record of leading fast-paced high-volume technical support management teams in the information technology industry, with specific experience of telecommunications products.
- You’ll be a highly driven and inspirational leader with a passion for developing your people through effective use of coaching and performance management plans.
- You’ll also need comprehensive knowledge of the regulatory requirements impacting B2B organisations and experience leading a technical support operation through a period of significant change, whilst maintaining and improving customer satisfaction levels.