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
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
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