Technical Support Lead

2 days ago


Mount Abu, Rajasthan, India beBeeTechnical Full time ₹ 2,00,00,000 - ₹ 2,50,00,000

Job Summary:

The Technical Support Manager is responsible for overseeing the entire request, incident, and problem lifecycle. This includes managing and coordinating urgent and complicated support issues.

  • Main Responsibilities:
  • Manage 100% of requests, incidents, and problems
  • Train and develop L1/L2 Technical Support Engineers
  • Ensure service availability and SLA adherence
  • Implement ITIL standards in service delivery practices
  • Act as escalation point for all requests and incidents
  • Lead projects for timely and quality closure
  • Maintain policies, procedure documentation, records, and reports
  • Manage IT assets and vendors
  • Foster positive relationships with end-users and cross-functional teams
  • Develop and maintain a technical knowledge base
  • Manage departmental staffing and employee development
  • Provide data and reporting to stakeholders
  • Review feedback to improve services

Requirements:

  • Education:
  • Bachelor's degree in Computer Science or related field

Skills:

  • Strong leadership and management skills
  • Excellent communication and interpersonal skills
  • Ability to analyze and resolve complex issues
  • Experience with ITIL frameworks and service management
  • Knowledge of technical support principles and best practices

Benefits:

A competitive salary and benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off.

What We Offer:

A dynamic and supportive work environment, opportunities for professional growth and development, and a collaborative team culture.


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