Technical Support Manager

Responsible for the performance and results of the Technical Services Engineers, regardless of their main focus (Cloud/Backline/Proactive) 

Effective management of the team including coaching, mentoring & development.  

Regular one on one interactions to ensure expectations and the company/department direction are clearly communicated. 

Establish strong operational relationships with Engineering, CRI and Support Tiers. Act as an escalation point for high severity customer issues that arise from within the team; or directly from customers.  

Monitor and manage according to key metrics which will measure the effectiveness of the team in meeting key goals such as customer satisfaction and productivity. Continuously seek to improve processes and working practices to ensure that these goals are achieved. Defining, Supporting and executing the strategy, mission and vision of Keyloop Technical Services  

Improving Platform quality through engagement with other Keyloop Teams.  

Recruitment, performance management and development of the team including coaching, mentoring, and regular one-to-one interactions to ensure expectations and the company/department direction are clearly communicated.  

Leading, organizing and motivating the team to deliver the highest possible quality of service to customers. Creatively managing and allocating resources to ensure appropriate availability and skill within the team to resolve customer issues in optimum timeframe.  

Building effective working relationships and collaborating with other functions / support teams to ensure smooth information flow and the operational success of Keyloop Platform Function.  

Acting as an escalation point for high severity customer issues that arise 

Regularly meeting with internal customers to gather direct customer feedback, educate on platform processes, and promote Technical Services