Rackspace Technical Support Manager - Support Specialist in Middlesex-Hayes, United Kingdom

Job Overview

Overview & Responsibilities

Rackspace are seeking a leader for our Support Specialist/Service Desk team. The successful candidates must have recent, relevant Management experience in addition to strong operational, leadership and technical skills. Individuals will seek to drive our First Line Fix rate up by increasing the amount of work resolved at First Line.

To successfully deliver operational excellence across both Enterprise and SMB business segments by providing:

  1. Management and development of a team of Systems Administrators.

  2. Second level escalation.

  3. Proactive recommendations of systems architecture review and improvements.

  4. Process review and improvements.

  5. All products fully supported in line with Rackspace standards.

  6. Adherence to Industry recognized standards.


Key Accountabilities

Management of all aspects of a team within Enterprise including:

  • Delivery of optimal customer service – Fanatical Support.

  • Minimisation of downtime via proactive technical intervention.

  • Technical and customer facing development of all members of the team.

  • Rapid and effective fault fix processes.

  • Continual Process review.

  • Management of team bonus and commissions structure.

  • Setting team targets and managing/monitoring performance accordingly.

  • Maintaining a motivated, engaged team.

  • Management of second level escalations providing timely resolutions and implementing action plans as required.

  • To present and promote Rackspace to existing customers through meetings and visits

  • To create and maintain a skills matrix of the team and deliver training plans for individuals.

  • Carry out regular performance reviews and objectives setting, including regular 1:1 sessions.

  • Ensuring integration of new team members, including development of Rackspace culture.

  • To create a close working relationship with the Enterprise leadership team in both the UK and US.


Technical/Professional Skills, knowledge, expertise, Qualifications

  • Strong and recent Management Experience of leading technical support staff.

  • Technical background in appropriate fields and appropriate technical qualifications.

  • Operational Team Leadership experience within a mission critical environment desirable.

  • Demonstrable track record of providing exceptional customer service, Customer relationship management skill.

  • Exceptional people skills, the ability to engage and motivate staff.

  • Drive to succeed, exceptional organizational skills.

  • Limited budget management, cost conscious, business acumen.

  • Mentoring, coaching and training.

  • Exceptional communications skills, written and interpersonal.

  • Demonstrable ability to setup, lead and deliver projects.

  • ITIL Certification preferred.

Req # 33105

Work Location UK-Hayes-Hyde Park Hayes

Location(s) UK - Middlesex-Hayes

Category Customer Relationship & Support