IT Support Manager -Newcastle - £36-38K

An established client of ours in the Technology sector are looking for a IT Manager to join their internal IT department, on a permanent basis. The successful candidate will be responsible for leading and managing the customer support team, covering both 1st and 2nd line engineers as well as the Team Leader, ensuring exceptional service delivery to our customers. This role oversees the efficient resolution of both technical and non-technical cases, and customer concerns.

Roles & Responsibilities:

Covering both 1st and 2nd line engineers.
Develop and implement customer service strategies, policies, and procedures to streamline support operations and enhance customer experience.
Conduct performance reviews, provide constructive feedback, and identify development opportunities
Experience and good understanding of ITIL practices.
Recruit, train, and develop a highly skilled and motivated customer support team
Develop and oversea the maintaining of the knowledge base, documentation, and training materials
Problem-solving and analytical skills, with a keen eye for detail.
Create team schedules, manage workloads and resource allocation for optimal service delivery.
Ability to multitask, prioritise, and work effectively under pressure.
Proficiency in using customer support tools, ticketing systems, and knowledge base platforms.This is an excellent opportunity for an enthusiastic and passionate IT Manager to join a successful organisation. Interviews are being arranged immediately for this role, so if this is of interest, please apply now for consideration!

If you'd like more information about the role, please contact Jasmine Brady for more information on (phone number removed) / email your CV to (url removed).

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