Technical Support Manager - LearnPad UK

Technical Support Manager

Gloucester, UK

The Technical Support Manager will be fully responsible for running and managing the company’s technical support department, currently employing a small team of dedicated technicians.

 

This role will primarily involve ensuring the team quickly and efficiently responds to inbound technical support issues, via telephone, email, and the company’s website and support ticketing system, and that all issues are documented and resolved ASAP. It will further involve defining support processes and procedures and in depth reporting and analysis of the reported technical issues, along with root cause analysis leading to recommended remedial action.

 

The Technical Support Manager will be responsible for ensuring the correct elevation of issues from 1st line, to 2nd line support members, and ultimately any un-resolved software issues to the development team, as well as ensuring that any bugs are correctly documented. They will further be responsible for ensuring that these issues, once resolved, are correctly communicated to the support team and in turn communicated out to the customer base.

 

They will also manage the hardware support and product RMA tickets raised from the support help desks and assigned to the production department. The Technical Support Manager will further be responsible for implementing and managing in depth pre-release testing and QA/QC procedures, for both software and hardware.

 

They will have ultimate sign off of software from beta to RTM. The role will also involve the successful candidate managing and maintaining the company’s online support systems, including ticketing, Knowledgebase articles and support documentation. A critical eye for detail is imperative, as is a detailed and methodical approach to documentation.

Key Areas of Responsibility

Primary duties and responsibilities for the Technical Support Manager are as follows:

  • Define, implement and manage technical support processes and procedures Manage 1st and 2nd line technical support personnel.
  • Produce weekly and monthly management reports on technical support tickets.
  • Manage and report on the RMA process, including root cause analysis and remedialaction.
  • Manage escalation of support incidents to the development team Ensure the ticketing and documentation process for all support incidents is adhered to.
  • Manage on-site support services as required Manage the process of communicating new software updates and releases to customers.
  • Mange the online FAQ and support article knowledgebase Define and manage the QA/QC testing process for all software and hardware releases.

 

Additional duties required from time to time are as follows:

 

  • School site visits for technical support and troubleshooting
  • Assistance with industry trade shows.

Key Skills

Primary duties and responsibilities for the Technical Support Manager are as follows:

  • Networking, Wi-Fi, TCP/IP, Proxy Servers Active Directory/LDAP
  • Some web and database technologies including HTML & SQL Comfortable with CRM systems and online Content Management Systems (WordPress)
  • In depth knowledge of office application software Experienced with data handling, mining and manipulation
  • Ability to analyse and produce reports on issues
  • Familiar with mobile devices and tablet technology Analytical thinker and attention to detail
  • Office Based: Yes
    Travel Required: Yes
    Salary: 35,000

    Contact Information

    Please email CV’s with a covering letter to:

    Leanne Morris

    General Manager

    careers@avantisworld.com

    LearnPad UK