Head of Technical Support & Customer Service

NOC · Limerick, Munster
Department NOC
Employment Type Full-Time
Minimum Experience Manager/Supervisor


We are looking for a Head of Technical Support and Customer Service to join our passionate leadership team. The ideal candidate will share our core value of creating an amazing customer experience within IMS and be committed to leading the business in improving this customer experience at all times. The title (albeit long winded!) defines the role appropriately. A level of technical expertise is important to lead the technical team in creating and supporting reliable networks and solutions. This technical expertise needs to be coupled with a people focused approach internally and externally to deliver an exceptional customer experience. If you are aligned in this thinking and believe you meet the criteria below, we would love to hear from you.  

Roles and responsibilities include:  

  • Take ownership of the support of all customer services provided by the Company 
  • Manage the ongoing improvement and development of the company core network infrastructure  
  • Design and monitoring of customer service and network related KPI's 
  • Gather customer feedback on a proactive basis and implement continuous improvement measures 
  • Manage and improve the company out of hours support service  
  • Manage and maintain effective communication and inter departmental  
  • Responsible for ensuring the department works effectively with other departments in the organisation including design, configuration and build of new networks in conjunction with the Project Department 
  • Recruit and train new resources to ensure IMS maintain its high level of standards within the industry. 
  • Be the driving force behind departmental training and advancements. 
  • Responsible for day to day management of staff in the department 
  • Responsible for analysing performance and providing feedback for improvement for staff in the department including bi-annual reviews 
  • Reporon department performance & departmental needs at monthly management meetings 

Skills and experience required:

  • 3+ years’ experience managing a team in a technical environment 
  • Level 8 qualification 
  • Formal management / leadership training
  • ITIL certification is an advantage  
  • ConnectWise CRM experience is an advantage 
  • Office 365 experience and knowledge is an advantage 
  • Strong understanding of customer success. 
  • Excellent administration skills 
  • Excellent attention to detail 
  • Excellent written and verbal communication skills 
  • Ability to lead and motivate a team 
  • Ability to organize and prioritize work 

You will enjoy:  

The successful candidate will enjoy a culture of transparency and inclusion along with a competitive salary and benefits package including flexible work conditions. You will be joining a young, dynamic management and wider team where your ideas will be heard with regular opportunities provided to contribute to the general direction and overall strategy of the business. 

About IMS:  

IMS is a growing ICT organization providing technology (hardware, software and services) as a service in Ireland, the UK and across the EU. The technology we provide includes Broadband, Wi-Fi, IPTV, Casting, IP Telephone, AV, Video Conferencing and Consultancy. The industries we service include Hospitality, Education, Health, and Telecoms. Our primary objective is to make our customers lives easier through the technology solutions, service, and support that we provide. 

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  • Location
    Limerick, Munster
  • Department
  • Employment Type
  • Minimum Experience