Role Overview:
MCS Group is seeking a highly experienced Technical Support Manager to lead our successful support team on an interim basis.
This is a fixed term contract opportunity for 12 months with the possibility of joining the team permanently upon completion.
The Role:
* Team Leadership: Guide and grow the support team through coaching, one-on-ones, and product training.
* Performance Metrics: Oversee ticket volumes, SLA adherence, resolution times, and drive continuous improvement.
* Team Management: Manage new hires, support onboarding, and foster a positive, high-performing team culture.
* Daily Operations: Lead daily stand-ups, track progress, and remove blockers.
* Prioritisation: Prioritise issues, assign work, and monitor team workloads.
* Collaboration: Collaborate with cross-functional teams to resolve complex issues.
* Process Improvement: Champion process improvements and automation opportunities.
* Employee Engagement: Take a proactive, supportive approach to discipline and morale building.
The Person:
* Leadership Experience: Proven experience leading a technical support team.
* Ticketing Tools: Familiarity with ticketing tools.
* ERP/CRM Systems: Solid understanding of ERP/CRM systems.
* Prioritisation Skills: Strong prioritisation and task management skills.
* Ireland Residency: Full right to work in Ireland (Stamp 4/EU Citizenship).
The Rewards:
* Competitive Salary: Up to €65,000 per annum.
* Flexible Working Model: Flexible working arrangements.
* Employee Equity Scheme: Access to an employee equity scheme.
* Pension and Health Insurance: Comprehensive pension and health insurance benefits.