Technical Service Manager – Redhill, Surrey

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.

Who we are:

NSSLGlobal is a leading and growing provider of Satellite Communications and IT Support to the Government and Maritime markets. Established 55 years ago, the company leverages deep customer understanding and engineering know-how to deliver technical solutions tailored to their customers unique requirements.

In an enviably strong financial position with over 250 employees the company is privately held, profitable and debt free with exponential growth plans. Headquartered in the UK, the company has a global footprint with key offices located across Germany, Denmark, Norway, the Netherlands, Sweden, Poland, Singapore, Japan and the United States.

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 1^st and 2^nd 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

 

Assignment and Review of Work

• As required and dictated by the support cases on UK Government contracts.
• Day to day work is self-monitored.

Decision Making

• Will need to make decisions affecting work priorities and goal setting.
• Taking ownership and seeing through to completion.
• Proactive and independent decision making required within authority level.
• Takes responsibility for issues and coordinates response before they escalate.

Judgement

• Significant judgement is required to manage the internal cross-boundary relationships to ensure positive outcomes achieved.
• Role is very self-sufficient.
• Judgement required to ensure correct level of priority is attached to work commitment.

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.

Most Difficult Part of Job

• Understanding the entire NSSLGlobal estate to the technical level to be able to make decisions.
• Meeting the competing demands of different stakeholders satisfied in a busy environment;
• Ensuring the right soft-skills approach is applied for each support case.