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Charterhouse specialises in a wide range of technologies, specifically the LAN area we are proud to be the UK's first and only Diamond Elite partner with Extreme Networks. The LAN team deliver functions in pre-sales, project work, support, and resident duties at customer sites, with a team of 12 staff. The team is a multidisciplinary team consisting of Solution Architects, Project Delivery Engineers, Support Engineer and Resident Engineers. Charterhouse have key clients with LAN managed service contracts and the LAN manager is responsible for the service delivery management into these clients.
As LAN Manager, you will be responsible for ensuring customer support cases are resolved within customer SLAs and internal set KPIs whilst working with other teams to reduce customer cases raised.
Project engineering delivery will need to both be of high quality and delivered within timescales expected by our customers.
You will be responsible for team development to both retain staff and ensure that we have sufficient engineers to deliver the variety of services we provide.
You will also act as the Primary point of contact on all LAN services internally including supporting the LAN Sales team and other areas of the Charterhouse Group on bids and tenders.
Requirements
- Lead and manage your team, driving a culture of service excellence and continuous improvement, with the objective of achieving a high level of customer satisfaction
- Direct day-to-day line management for staff across multiple locations (visiting other locations where needed, preferably monthly). Ensuring regular 1-2-1's are carried out (at least monthly) where objectives are tracked, and training & progression requirements are identified and actioned
- Lead service review meetings with managed clients, act as an escalation point for service delivery issues and ensure that action / service improvement plans are appropriately documented and implemented
- Embed a culture of teamwork and shared goals ensuring that the company and LAN strategy is distilled into week-by-week actions and improvements that both you and your team can drive forward
- Train, coach and mentor your team including career development by making use of the LAN Lab and organising external training to ensure resource and supplier accreditation requirements are met
- Be the main point of contact for Sales staff for LAN ensuring the Services direction and day to day operation aligns. Work as one cross-divisional team to make LAN a success for the business and customers
- Represent the LAN team in all engagements such as tenders or project planning
- Agree and continuously review improvement areas and implement accordingly with focus on improving customer experience, reducing costs, increasing revenue or improve staff morale
- Ensure Sales forecasts are understood, and resource is available to meet Sales pipeline. Where resource conflicts arise, discuss and resolve priorities with Sales colleagues and Head of Service
- Review customer feedback scores (both support ticket CSAT and NPS feedback) at least fortnightly. Ensure that detractor customers are contacted within 48 hours of review. Feed themes into improvement work-streams
- Work with Suppliers to ensure operational targets are met and we have appropriate escalation routes for when required. Ensure we have regular service reviews with large suppliers which cover contractual commitments and feedback on customer service in provisioning and support
- Support and actively encourage the creation of knowledge articles to enhance the support level we can provide
- Working with the Head of Implementations and Projects, ensure a smooth transition of LAN projects from delivery to support. Continuously review the handover and checklist process,
learning from issues raised in support to reduce the risk of further occurrences in future projects.
- Maintain appropriate stock levels for off-site spares across key accounts, ensuring tracking and replenishment of stock when used
- Maintain a forward view of demand and managed the team rota effectively to cover BAU operations, project work and on-call support effectively
Required Knowledge, Skills And Experience
- Proven track record in a similar customer facing support and/or project delivery, management role
- Must be commercially aware
- Ability to lead, influence and develop self and others
- Drive, self-motivation and ability to work under own initiative as well as in a team environment
- Understanding of ITIL methodology and implementations using best practise in pursuit of Customer Service Excellence
- The ability to work well under pressure in a fast-paced team environment
- Excellent communication and negotiation skills with the ability to communicate on all levels
- Excellent analytical/problem solving abilities with which to drive continual and service improvement
- Professional and calm approach at all times particularly when dealing with difficult situations
- Management or Team Leader experience in similar environment
- Knowledge and experience working with ITSM tools such as Service Now
- ITIL Foundation certification
Desired Knowledge, Skills And Experience
- Extreme product knowledge
- Experience supporting NHS environments
- Knowledge and experience of monitoring platforms, especially Solarwinds
- Experience with automation in a support environment
Benefits
Join us, and your benefits and perks will include private healthcare, Medicash cashback, life assurance, workplace pension, cycle to work scheme, access to our employee assistance programme, savings discount, 20% EE discount that extends to your family and friends, a birthday gift voucher and day off, plus more.
