Manager,

Job Description: Manager, Client Technology

Location: Hyderabad, India

Employment Type: Full-Time

Experience Level: 6-9 Years

About The Company

Our client is a leader in property and casualty insurance, employee benefits and mutual funds. One of the largest insurers in the United States with many decades of expertise, this company is widely recognized for its service excellence, sustainability practices, trust and integrity.

Position Overview

We are seeking a highly motivated and experienced Technical Support Manager to lead a team of 7-10 skilled support analysts in delivering exceptional technical assistance to our internal users and external clients. This role is responsible for managing technical support issues, IT asset lifecycle management including daily operations of the build center and conference room testing/support. This role ensures timely execution and drives continuous improvement in processes and service delivery.

Key Responsibilities

Strategic Planning and Execution

• Develop and implement strategic plans to enhance the technical support function, aligning with the company's overall goals and objectives.
• Lead initiatives to improve service delivery, efficiency, and customer satisfaction.

Team Leadership & Development

• Mentor and develop team members, fostering a culture of continuous learning and professional growth.
• Implement performance management processes to ensure high standards of performance and accountability.
• Conduct regular performance reviews and provide coaching and training.
• Foster a culture of accountability, collaboration, and customer focus.

Customer Relationship Management

• Build and maintain strong relationships with key customers, acting as a point of escalation for complex issues.
• Gather and analyze customer feedback to drive improvements in service quality and customer experience.

Cross-Functional Collaboration

• Collaborate with other departments, such as Engineering, Collaboration, and AV Support, to ensure a cohesive approach to customer support.
• Facilitate effective communication and coordination between technical support and other teams.

Performance Metrics and Reporting

• Monitor key performance indicators (KPIs) to measure the effectiveness of the technical support function.
• Provide regular reports on team performance, customer satisfaction, and operational improvements to senior management

Customer Experience & Communication

• Customer-Centric Mindset- Demonstrates a strong commitment to understanding and meeting customer needs.
• Customer Feedback Utilization- Experience in gathering and analyzing customer feedback to improve service quality.
• Service Level Agreement (SLA) Management: Proven ability to manage and meet SLAs to ensure customer satisfaction.
• Ensure the highest levels of customer satisfaction through timely and effective communication.
• Provide regular updates to stakeholders on issue status and resolution timelines.
• Participate in incident and problem management processes.
• Oversee ticketing systems and reporting tools.

Required Skills & Experience:

• Requires the ability to work in the office Monday-Friday
• Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 6-9 yrs years of experience in IT support, with at least 5 years in leadership or supervisory role.
• Strong knowledge of Windows/Mac OS, Active Directory, M365, networking, and endpoint management tools, Nexthink, AV Conference Room support.
• Collaboration Tools: Microsoft Teams, Outlook, SharePoint, OneDrive.
• Familiarity with ITIL practices and service management frameworks.
• Experience with Service Now ticketing system.
• The ability to foster a positive work environment.
• Conflict Resolution- Skilled in mediating conflicts and finding amicable solutions to maintain team harmony.
• Team Development- Experience in mentoring and developing team members to enhance their skills and career growth
• Excellent problem-solving and analytical skills.
• Strong interpersonal and communication abilities.
• Ability to manage multiple priorities in a fast-paced environment.

What We Offer

• Competitive salary and benefits.
• Supportive and collaborative work culture.
• Continuous learning and professional growth opportunities.