Manager - Operations - Technical Support
3 weeks ago
Position Overview
We are seeking an experienced and dynamic Manager Operations for our Technical Support division. The ideal candidate will lead a team of technical support professionals, ensuring high-quality service delivery, operational excellence, and continuous improvement in customer experience. This role requires strong leadership skills, a deep understanding of technical support processes, and the ability to manage operations in a fast-paced environment.
Key Responsibilities
- Lead and manage day-to-day operations of the technical support team to meet SLAs and KPIs.
- Drive performance management, coaching, and mentoring to ensure team effectiveness and skill enhancement.
- Monitor and analyze operational metrics to identify gaps, implement process improvements, and optimize resource utilization.
- Collaborate with cross-functional teams to resolve escalations and deliver prompt, effective solutions to customers.
- Implement best practices, knowledge management systems, and training programs to enhance service quality.
- Ensure compliance with organizational policies, security protocols, and industry standards.
- Prepare and present regular operational reports to senior management with actionable insights.
- Foster a customer-centric culture and promote continuous improvement in service delivery.
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