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Technical Service Delivery Manager (Telecoms) in Newmarket

4 - 40 hours per week

Job description

Location Newmarket, Suffolk

Basis Full time, Permanent

Salary Package IRO £40K

Leadership role for technical telephony expert with growing telecoms consultancy

Are you a technical expert in the telephony field looking for an opportunity to grow your leadership skills with an ambitious telecom’s consultancy? Here at Ladybird Communications Limited, part of the T-Tech group, we are recruiting for a telephony expert, ideally with sound knowledge of Mitel 250 systems, to manage and lead a team in delivering an excellent service to our customers.

About The Role

The primary purpose of the role is the day-to-day management and leadership of all service desk and onsite engineer resources, upholding our commitment to excellence in customer service delivery. This broadly falls under the following areas
  • Service Desk end-to-end management and communication of support tickets; manage escalations and conflicts; build trusting relationships with customers; pre-sales consultations, recommendations and specifications and manage configuration and commissioning of Ladybird’s offerings.
  • Field Service manage the Field Service Team and be the point for escalations in the field; plan engineer schedules effectively; manage resources and identify shortfalls; organise contract resources as required.
  • Team Management Manage and develop team skills and training, including monthly 1 1s for support, coaching and KPI attainment; conduct annual appraisals; build the Engineering Team within the business.
This is a technical role requiring demonstrable technical skills in telephony systems, Mitel and hosted, and strong leadership capability. We expect all employees to be committed to excellence in customer service and to take a hands-on, team-focused approach, upholding our high standards in health and safety and constantly looking for ways to enhance our service offering.

About You

As a natural problem-solver with a positive, proactive attitude to deliver on promises and a hands-on approach, you will be someone with established technical expertise in telephony systems and leadership, with strong commercial awareness. You will have a knack for building solid, respectful relationships with customers and teams, and be an excellent communicator, able to influence and persuade effectively at all levels, with both technical and non-technical stakeholders. You will have plenty of drive and flexibility and a determined approach to research and analysis, able to generate ideas and solutions and to use your judgement to make key decisions.

On a technical level, we expect you to be familiar with WAN/LAN and SIP technologies and have demonstrable experience of Mitel Telephony installation and technical support. You will be comfortable with configuration, monitoring, and fault finding for routers, data switches and system hardware. It’s a fast-paced environment and requires drive, flexibility, and a great sense of team spirit to succeed, as well as excellent organisation skills and a positive, results-focused attitude.

About Us

Ladybird Communications is a leading supplier of business telecoms with over 20 years’ experience in delivering value for money, excellent customer service and innovative telecommunication solutions and advice. We enjoy close relationships with some of the UK’s largest telecoms network operators, meaning that we are perfectly positioned to cater to the specific requirements of our customers. We deal directly with the networks, so our customers do not have to.

As part of the T-Tech Group, we have ambitious plans for future growth. Our team is experienced and supportive, offering lots of opportunity to develop and learn on the job. We really value commitment, effort and integrity and are keen to find like-minded people to build our team to meet future demand and further enhance our reputation for service and technical excellence.

Extra information

Status
Closed
Education Level
Other
Location
Newmarket
Working hours per week
4 - 40
Type of Contract
Casual / Part Time Jobs
Profession type
Advertising / Marketing / PR
Full UK/EU driving license preferred
No
Car Preferred
No
Must be eligible to work in the EU
No
Cover Letter Required
No
Languages
English

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