
Technical Support Manager
1 week ago
About the Company
We are a defense business that develops and produces remotely controlled weapon systems and ancillary products.
We aim to help our personnel achieve their personal goals, engaging them in challenging and inspiring projects.
Our organization benefits include:
- A structured, friendly, and supportive team
- Learning and development support
- Opportunities for further career growth
- Free parking
About the Role
The Technical Support Manager will lead the service desk team in providing level 1 and 2 support to staff members.
In this position, you will:
- Manage and improve call center coverage and ticket handling
- Provide first-level escalation point for timely resolution of tickets and critical incidents
- Offer software and hardware support to end users
- Maintain the configuration management database (CMDB) and asset management
- Generate technical and managerial reports to monitor service desk performance
- Mentor and coach the service desk team
Requirements
You will have:
- Tertiary qualifications in information technology or relevant industry experience
- 5+ years of experience as a technical support manager or similar role
- ITIL V4 Foundation certification
- Demonstrated knowledge of MS Windows 10/11, MS Office 2019, O365, and Intune
- Sound knowledge of VPN, IE, and network connectivity fundamentals
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