IT Team Manager (Operations)

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.

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