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For Companies At a Glance
- Tasks: Lead a team to ensure top-notch service delivery for major clients.
- Company: Join Connectus Business Solutions, a growing telecom and IT services provider with 20 years of experience.
- Benefits: Enjoy flexible working, 25 days annual leave, and funded training opportunities.
- Why this job: Be part of a dynamic team that values growth, innovation, and outstanding customer service.
- Qualifications: 3-4 years in an MSP role with strong technical and management skills required.
- Other info: Opportunity for career progression and involvement in exciting projects across various sectors.
The predicted salary is between 42000 - 84000 £ per year.
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 colleagues
- Grown revenues to over £4m
- Opened two further offices at Salford Community Stadium and Grimsby complementing our HQ in Doncaster
- Increased our customer base to over 550 business and public sector contracted clients
- Remains 100% owned by the management team
- Launched our Connect-Protect-Collaborate range of fully managed services
- Connectus 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 Overview
The 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 Duties
- To take control of the Doncaster site ensuring good working practices and environment are adhered to
- To act as first point of contact for incident escalations from the client and or in-house team
- To own the distribution and Communication messaging surrounding Major incidents for the allocated customers
- Provide 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 Management
- Management of technical, business and resourcing of allocated projects
- Management of assigned resources as appropriate to the implementation of project related activities
- Prepare and maintain all project documentation such as initiation, delivery plans and budgets
- Develop and maintain project plans and report documentation as necessary to ensure timely communication and successful delivery of assigned projects
- Risk and Issue Identification and management
- Deployment planning, management and transition to live operation
- Ensure deliverables meet required quality standards.
- Deep understanding of networks, servers, cloud and end point devices
- Knowledge of PRINCEII and or ITIL working best practices
- Full UK Driving License (Essential)
- Ability to develop and build effective relationships
- Ability to lead, mentor and develop technical support teams
- Performance management, setting KPI.s, conducting reviews and driving continuous service improvement
- Managing escalations and resolving internal or customer-facing issues effectively
- Resource planning
- Certifications relating to the required technologies would be beneficial.
- Communicating effectively with internal teams, suppliers and customers
- Incident, Problem and Change management.
- 25 Days Annual Leave (Plus Bank Holidays) Pro-Rata
- One additional Holiday Day for your birthday
- Ability to take an additional 5 days unpaid Annual Leave
- Length of service awards
- Flexible Working (time and location)
- Company Pension scheme
- Free on-site parking
- Funded Personal Training & Development Plan including Study support
- Company Team Building and Social Events
- Free tickets to a range of Sporting events including full hospitality
- Modern and efficient IT Equipment including your choice of Smart phone
- Proven path of career progression in a fast paced and dynamic team environment
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Technical Service Support Manager employer: Connectus Business Solutions Ltd.
Contact Detail:
Connectus Business Solutions Ltd. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Service Support Manager
✨Tip Number 1
Familiarise yourself with ITIL best practices, as this role heavily emphasises adherence to these standards. Understanding the principles of IT service management will not only help you in interviews but also demonstrate your commitment to delivering quality service.
✨Tip Number 2
Showcase your experience in managing technical teams and projects by preparing specific examples of past successes. Highlighting your ability to lead and mentor others will resonate well with the hiring team, as they value strong leadership skills.
✨Tip Number 3
Network with current or former employees of Connectus Business Solutions Ltd on platforms like LinkedIn. Engaging with them can provide insights into the company culture and expectations, which can be invaluable during your interview.
✨Tip Number 4
Prepare to discuss how you handle high-pressure situations and resolve conflicts, as adaptability is key for this role. Think of examples where you've successfully navigated challenges, as this will demonstrate your problem-solving abilities to the interviewers.
We think you need these skills to ace Technical Service Support Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in managed service providers (MSPs) and technical roles. Emphasise your project management skills, customer service focus, and any ITIL or PRINCE2 certifications you may have.
Craft a Compelling Cover Letter: In your cover letter, explain why you're passionate about the Technical Service Support Manager role. Mention specific examples of how you've successfully managed projects and teams in the past, and how you can contribute to Connectus Business Solutions Ltd.
Showcase Your Technical Knowledge: Demonstrate your understanding of networks, servers, cloud technologies, and endpoint devices in your application. Use industry-specific terminology to show that you are well-versed in the technical aspects required for the role.
Highlight Soft Skills: Since the role involves managing teams and client relationships, be sure to highlight your communication, leadership, and problem-solving skills. Provide examples of how you've effectively resolved issues or improved processes in previous positions.
How to prepare for a job interview at Connectus Business Solutions Ltd.
✨Showcase Your Technical Knowledge
As a Technical Service Support Manager, it's crucial to demonstrate your technical expertise. Be prepared to discuss your experience with networks, servers, and cloud technologies. Highlight specific projects where you successfully managed technical challenges.
✨Emphasise Customer Service Skills
This role requires a strong focus on delivering outstanding customer service. Share examples of how you've handled customer escalations or improved client satisfaction in previous positions. This will show your commitment to client success.
✨Demonstrate Project Management Experience
Since the role involves managing various projects, be ready to discuss your project management experience. Talk about how you've developed project plans, managed resources, and ensured timely delivery while adhering to budgets.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities under pressure. Think of situations where you've had to adapt quickly to resolve issues and be ready to explain your thought process and actions taken.
