Senior Technical Support Expert

4 days ago

Amrāvati, Maharashtra, India beBeeSupport Full time ₹ 2,00,00,000 - ₹ 2,50,00,000
Technical Support Manager Role

This position is responsible for overseeing all support requests, incidents, and problems.

Key Responsibilities:
  • Issue Management: Oversee all support requests, incidents, and problems. Manage and coordinate urgent and complicated support issues.
  • Team Development: Train, coach, and mentor technical support engineers to enhance their skills and knowledge.
  • Service Delivery: Manage 24/7 service availability and SLA adherence, ensuring seamless operations.
  • ITIL Standards: Establish and implement ITIL standards in service delivery practices, promoting efficiency and effectiveness.
  • Escalation Process: Act as an escalation point for all requests and incidents. Develop and mature phone/ticket/email escalation processes to ensure smooth escalation and information within the organization.
  • Project Leadership: Lead IT and support helpdesk projects for timely and quality closure.
  • Policy and Procedure Management: Maintain IT service desk policies, procedure documentation, records, and reports in compliance with organizational, ISO, HIPAA, and HITRUST requirements.
  • Vendor Management: Manage vendor relationships for procurement, repair, and maintenance.
  • Customer Relationships: Foster positive end-user and cross-functional relationships, driving customer satisfaction.
  • Tech Support Knowledge Base: Develop and maintain a technical support knowledge base for easy reference.
  • Human Resources Management: Manage departmental staffing by recruiting, selecting, orienting, and training employees and developing personal growth opportunities.
  • Employee Development: Develop employees within their roles via coaching, counseling, and disciplining employees.
  • Performance Monitoring: Conduct regular check-ins with direct reports to monitor performance, track progress on work duties and responsibilities, and discuss successes and challenges.
  • Annual Performance Evaluations: Conduct annual performance evaluations for direct reports.
  • Outage/Emergency Communication: Manage process communication for outage/emergency activities to the organization.
  • Data Analysis: Provide data and reporting of KPIs and trends to the IT department and others as needed.

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