Technical Service Manager

Main Purpose of Job
Ensuring effective, timely and robust management of all UK Government support cases for
CSCS4 to ensure SLA/KPIs are constantly met or exceeded.

Key Tasks

• Reporting into the UK Senior Technical Services Manager, this role will take ownership of all
  support cases across Commercial Satellite Communication Services (CSCS) and will work
  closely with the MOD System Engineering and MOD Project teams.
• As the case develops, ensuring that relevant teams responsible for the ticket at the time is
  supported and managed to ensure effective support case resolution.
• Calling internal multi-discipline resolver groups, as required.
• Internal briefings to senior management regarding status and plan of action for support
  cases .
  Ensure all logistical and technical support elements of each engineer’s service visit are
  managed to ensure maximum efficiency is gained (e.g combining with project work or
  surveys where possible), this is to ensure correct equipment is used and returned correctly
  and appropriate for the visit.
• Manage each support visit so that all commercial arrangements are understood such as
  internal/external invoicing and liaison with external MoD customers if needed to agree any
  terms
• Working with the Senior Technical Service Manager and Field Service Engineering Team,
  ascertain feedback to project engineers/managers where issues arise that inform
  documentation amendments & updates.
• To act in a professional manner to NSSLGlobal’s Government customers, showing clear
  technical knowledge confidently including attending complex support issues with MoD
  Authorities & NSSLGlobal staff in relation to resolutions, virtually or in person.
• Creation of support documentation as required to ensure continued improvement of
  processes.
• Tracking support trends utilising our Ticketing System and other resources, as required, and
  owning improvement programmes.
• Ensuring effective capture of the case on Secure Insight for configuration control.
• Be able to manage minor projects that fall under support/obsolescence programmes as
  assigned by the Programme Manager.
• Management of the MOD Escalation Process, refining such that detail is captured as
  required.
• Provision of training to 1st and 2nd line support staff and also assist in facilitating onboarding
  new Field Service Engineers.
• Assist in the launch of new UK Government services into the organisation including any
  support documentation required.
• Prepare handover notes for others in the Through-Life Support Team and Support teams
  prior to annual leave or periods away from the office.
• Be willing to ‘roll-up sleeves’ to achieve success.
• Ensuring that CSCS4 spares holdings are sufficient and being part of the procurement of
  additional spares as required.
• To undertake any other duties as may be required and as directed by the Senior Technical
  Service Manager

Experience/Skills/Qualifications

• Ability to work hard, show tenacity, proactively work on own initiative, solve problems
  using own judgement, meet tight deadlines and balance priorities to achieve results.
• Must hold, or have the ability to achieve DV Security Clearance.
• Royal Navy technical comms experience across COMSAT, MILSAT, MNE and Message
  handling.
• A desire to want to immerse themselves technically to become proficient in support.
• Understanding of wider MOD networks across land and sea.
• Technical experience of electrical/electronic, IT networking equipment and satellite
  communication.
• Excellent communication skills.
• Must be extremely customer focused with a proactive and flexible approach to work.
• Good numeracy and literacy skills.
• Experienced in standard office applications.
• The ability to produce a high standard of work which meets or exceeds customer’s
  requirements.
• Flexibility with regards to travel and requirements of the role.
• Understanding of ITIL would be advantageous.