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Technical Support Shift Manager
Manage and optimize shift incident workflows to improve support efficiency
Stockport, England, United Kingdom
Mid-Level
1 month ago
KION Group
Designs, manufactures, and services industrial trucks and automated warehouse solutions for material handling and supply chain optimization.
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Technical Support Operations Manager
Responsible for overseeing technical support operations during assigned shifts, ensuring incidents are handled efficiently, escalations are managed appropriately, and that handovers between shifts are thorough and effective.
Tasks Include:
- Manage incoming incidents for Dematic Software customers during shift hours
- Prioritise and assign workloads based on business impact
- Monitor shift activity, provide support and guidance to team members
- Resolve escalations and ensure clear communication with other teams
- Conduct daily team meetings and manage the shift handover process
- Track team performance against targets and ensure daily objectives are met
- Train and coach new team members
- Ensure operational workflows and documented procedures are followed
- Contribute to weekly performance reporting
Qualifications Required:
- Strong leadership skills with the ability to make sound decisions quickly
- Proven team management or shift lead experience
- Clear, confident communicator in English
- Calm under pressure with a methodical and flexible approach to problem-solving
- Familiarity with incident management tools and reporting systems
- Customer-facing experience in a technical support context
- Comfortable working shifts, including weekends and overnights
Location: Stockport, United Kingdom
Requisition ID: JR-0082632
About KION Group
Designs, manufactures, and services industrial trucks and automated warehouse solutions for material handling and supply chain optimization.