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Technical Support Manager
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.
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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.
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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
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