IT Team Manager (Operations)
Posted 2 days ago
- Sheffield, South Yorkshire
- Any
- External
- Expires In 3 months
IT Team Manager (Operations)
Our client is looking for an experienced manager with a background in IT customer service. This person will report to the Operations Manager and will be responsible for leading and managing the Ops team. They want someone who can demonstrate people management skills that maximise quality and performance of their team. You will be required to learn all aspects of the roles you manage and be willing to assist with delivery when the team is stretched or needs additional resource.
The team you will manage is responsible for customer onboarding, delivery and ongoing support of all our client's products. You will be responsible for quality control, working to process and team efficiency. This includes objectives such as:
Timely onboarding of new customers
Speedy delivery of products
Ensuring all products meet a quality standard
Support team SLAs are met
Running quality audits
Manage stock levels and liaising with suppliers
About Our Client:
They are a creative, ambitious, tight-knit tech business, where team members are given real responsibility and a chance to make a difference. A difference not just for the company, but for the many charitable and voluntary sector clients they support. Over 99% of our customers are charities or good causes, and the team love to know that their products are helping these charities succeed.
Our client has two core products; the Donation Station which supports customers with their digital fundraising, and the Discovery Stations which is library self-service kiosk. As well our client has an array of custom kiosk solutions ranging from utilities payment kiosks in the USA to fairground and arcade booking kiosks in central London. They support and develop all of their products on an ongoing basis, and are constantly innovating new solutions within their sector.
They strive to make a difference through the products they build.
Main Duties
The role is broken down into key areas. Each of these areas is covered by the existing team. You will be expected to learn the roles so that you can manage team performance, and also step in to assist when demand is high, or resources are low.
Onboarding
Ensuring new customers are onboarded in the least amount of time
Customers are supported through completing applications for merchant accounts and the design of their product
Customer records are up-to-date and accurate
Deployment
Installing and configuring software
Registering card payment terminals
Ensuring all products pass quality control audits
Device records are maintained accurately
First Line and Second Line Support
Ensure all tickets meet SLAs
All tickets are responded to in line with process
Ensure that team effectively troubleshoot all customer issues
All tickets meet the quality auditing standards
Be an escalation point for customer complaints
Escalate persistent issues to the appropriate team members
Logistics
Handling and shipping of hardware
Keeping track of demo hardware and customer hardware
Manage and complete inventory and stock audits on a monthly basis
Required Skills/Experience
Proven experience of managing teams
Excellent customer service skills and experience
A strong information technology background
Excellent technical problem-solving skills
Good written and verbal communication skills
High level of organisation & productivity
Able to manage conflicting requirements and prioritise effectively
Know when to ask questions
Interested in this role? Apply now with your CV and a Covering Letter explaining why you would succeed in this role.
TPBN1_UKTJ
Our client is looking for an experienced manager with a background in IT customer service. This person will report to the Operations Manager and will be responsible for leading and managing the Ops team. They want someone who can demonstrate people management skills that maximise quality and performance of their team. You will be required to learn all aspects of the roles you manage and be willing to assist with delivery when the team is stretched or needs additional resource.
The team you will manage is responsible for customer onboarding, delivery and ongoing support of all our client's products. You will be responsible for quality control, working to process and team efficiency. This includes objectives such as:
Timely onboarding of new customers
Speedy delivery of products
Ensuring all products meet a quality standard
Support team SLAs are met
Running quality audits
Manage stock levels and liaising with suppliers
About Our Client:
They are a creative, ambitious, tight-knit tech business, where team members are given real responsibility and a chance to make a difference. A difference not just for the company, but for the many charitable and voluntary sector clients they support. Over 99% of our customers are charities or good causes, and the team love to know that their products are helping these charities succeed.
Our client has two core products; the Donation Station which supports customers with their digital fundraising, and the Discovery Stations which is library self-service kiosk. As well our client has an array of custom kiosk solutions ranging from utilities payment kiosks in the USA to fairground and arcade booking kiosks in central London. They support and develop all of their products on an ongoing basis, and are constantly innovating new solutions within their sector.
They strive to make a difference through the products they build.
Main Duties
The role is broken down into key areas. Each of these areas is covered by the existing team. You will be expected to learn the roles so that you can manage team performance, and also step in to assist when demand is high, or resources are low.
Onboarding
Ensuring new customers are onboarded in the least amount of time
Customers are supported through completing applications for merchant accounts and the design of their product
Customer records are up-to-date and accurate
Deployment
Installing and configuring software
Registering card payment terminals
Ensuring all products pass quality control audits
Device records are maintained accurately
First Line and Second Line Support
Ensure all tickets meet SLAs
All tickets are responded to in line with process
Ensure that team effectively troubleshoot all customer issues
All tickets meet the quality auditing standards
Be an escalation point for customer complaints
Escalate persistent issues to the appropriate team members
Logistics
Handling and shipping of hardware
Keeping track of demo hardware and customer hardware
Manage and complete inventory and stock audits on a monthly basis
Required Skills/Experience
Proven experience of managing teams
Excellent customer service skills and experience
A strong information technology background
Excellent technical problem-solving skills
Good written and verbal communication skills
High level of organisation & productivity
Able to manage conflicting requirements and prioritise effectively
Know when to ask questions
Interested in this role? Apply now with your CV and a Covering Letter explaining why you would succeed in this role.
TPBN1_UKTJ