Technical Response Manager
About the job
The Technical Response Manager job at The Salvation Army is an exciting opportunity to lead the Level 2 and Vendor Support function, ensuring high-quality service delivery and a strong customer experience. This role is crucial in driving performance reporting, continuous improvement, and knowledge sharing, ultimately uplifting the Level 1 capability. The team thrives on collaboration, innovation, and a shared commitment to making a positive impact.
You'll be responsible for
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Overseeing incident management
Overseeing Level 2 incidents, service requests, and problem management, ensuring timely resolution, effective collaboration with internal teams and vendors, and strong knowledge transfer.📈
Leading team development
Leading, mentoring, and developing team members by strengthening technical capability, customer service, ITIL practices, and documentation, while uplifting Level 1 support through training.📊
Monitoring service quality
Monitoring SLAs, performance metrics, and customer feedback to identify trends and drive process improvements, automation, and enhanced service efficiency.Key criteria
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5+ years in IT service delivery
Extensive experience in large enterprise environments is essential.View
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Proven leadership experience
Experience managing Level 2/3 technical support teams is crucial.View
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Technical expertise in Microsoft 365
Hands-on experience with Microsoft 365 suite and related technologies.View
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