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• Team leadership and coaching
• Lead weekly staff meetings to communicate leadership updates and review and coach on team metrics
• Complete development planning, compensation planning, and performance evaluations for each team member
• Escalation point for high severity issues impacting our environment
• Provide oversight for customer phone support to meet department SLA goals
• Manage team member performance through call center metrics (AHT, FCR / FLR, etc.) and any off phone activities with a heavy focus on call reduction
• Manage helpdesk analysts in multiple core support groups
• Analysis and support of complex problem, partnering with engineering teams in an effort to reduce issues
• Work closely with the U.S. afterhours managers and other international managers within Technology Connection
• Build escalation paths and processes for all locations so true "follow the sun" support is identified and implemented

• Degree qualified along with Protected content technical call center experience and 5+ years Technology Management experience
• Proven ability to lead a call center support team in resolving moderate and complex technical problems
• Must be able to maintain excellent telephone customer service skills for the team
• Must have work experience leading support teams providing technical support
• Demonstrated ability to interact effectively with lower to mid-level professionals and other managers at the same and higher levels
• Experience with tracking and trending technology call center metrics for team and individuals as well as Team Performance Management experience
• Ability to work independently to meet SLA and deadlines and manage in a continuous improvement environment
• Proven excellence in English verbal and written communications
• Advanced problem solving skills; demonstrated ability to accurately analyze, summarize and present issues and resolutions

IMPORTANT - If you qualify, please send your customised CV in MS WORD format to Protected content along with the "Job Title" on the Subject heading

For enquires for other potential positions, please email with "ENQUIRY" on the Subject heading

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