Technical Support Manager

Location:****Internal role, based at DVS Cardiff

Role Summary:

This is an excellent opportunity to join our fast\-paced, award\-winning Technical Support Department as Technical Support Manager. The role is responsible for the day\-to\-day leadership and performance of the department, with a strong focus on developing the team’s technical knowledge, improving service standards, delivering outstanding customer experience, and achieving departmental KPIs.

Responsibilities
--------------------

Department Leadership and Performance

• Lead and support all areas of the Technical Support Department, ensuring efficient and effective day\-to\-day operations.


• Drive departmental performance by monitoring, developing, and reporting on KPIs through weekly and monthly data packs.


• Ensure all team members complete their individual and team KPI activities.


• Support the wider business and uphold the DVS brand by leading through example and promoting company values.

Team Management and Development

• Support technical activities where required and provide hands\-on guidance to the team.


• Train and develop team members with a focus on technical knowledge, customer service, and continuous improvement.


• Maintain attendance and individual performance records, and conduct monthly 1\-to\-1 meetings with updates recorded in People HR.


• Coordinate supplier\-led training and ensure relevant content is used to support continued team learning and development.


• Deliver effective customer training as part of the DVS training program, either in\-house or online.

Customer Service and Quality

• Build and maintain strong customer relationships through efficient, professional communication.


• Resolve escalated customer and interdepartmental queries professionally and effectively.


• Maintain high service standards through appropriate quality control measures and a commitment to industry\-leading customer experience.

Operational and Management Responsibilities

• Maintain a safe working environment by following all health and safety procedures and safe systems of work, and ensure equipment is properly maintained and accounted for.


• Attend training sessions and meetings as required, including occasional commitments outside normal working hours.


• Contribute to the DVS management team by providing feedback, supporting actions from the Executive team, and helping to drive day\-to\-day business operations.


• Attend weekly, monthly, and ad hoc DVS management meetings as required.

Key Objectives
------------------

• Excellent interpersonal, customer service, organizational, and communication skills


• Strong leadership skills, with the ability to motivate and develop a team


• Excellent analytical and problem\-solving skills, even under pressure


• High attention to detail and the ability to use initiative


• Ability to work in a time\-sensitive environment and meet deadlines


• A strong desire to learn and keep both yourself and the team up to date with new processes and technical developments


• A positive, can\-do attitude

Ideal Candidate
-----------------------

• A strong track record of professionalism and excellent customer service


• Good knowledge of basic electronic principles and strong IT literacy


• Proven experience of leading a team successfully


• A keen interest in learning about new technologies, industry trends, and networking


• Essential industry knowledge in CCTV, fire, access control, intruder, and door entry systems


• Previous management experience

To apply for this role please email your CV to careers@dvs.co.uk

This listing is from indeed. View original listing ↗