Senior Technical Support Professional

2 days ago

Thoothukudi, Tamil Nadu, India beBeeCustomerSupport Full time ₹ 1,55,00,000 - ₹ 2,15,00,000
Technical Support Leadership

As a Technical Support Manager, you will oversee the entire technical support process, ensuring timely and effective resolution of issues. This role requires strong leadership capabilities, excellent customer service skills, and in-depth IT knowledge.

  • Manage 100% of incoming requests, incidents, and problems, coordinating urgent and complex support issues.
  • Train and mentor junior technical support engineers to enhance their skills and performance.
  • Establish and implement ITIL standards in service delivery practices, ensuring compliance with organizational requirements.
  • Act as an escalation point for all requests and incidents, developing mature phone/ticket/email escalation processes.
  • Lead the IT and Support Helpdesk project, ensuring timely completion and high-quality results.
  • Maintain IT service desk policies, procedure documentation, records, and reports in compliance with organization, ISO, HIPAA, and HITRUST requirements.
  • IT Asset Management and vendor management for procurement, repair, and maintenance.
  • Foster positive relationships with end-users, cross-functional teams, and drive customer satisfaction.
  • Develop and maintain a technical support knowledge base.
  • Maintain departmental staffing by recruiting, selecting, orienting, and training employees, and developing personal growth opportunities.
  • Coach, counsel, and discipline employees to improve their performance and job satisfaction.
  • Conduct regular check-ins with direct reports to monitor performance, track progress, and discuss successes and challenges.
  • Conduct annual performance evaluations for direct reports.
  • Communicate outage/emergency activities to the organization and provide data and reporting of KPIs and trends to the IT department and others.
  • Review survey feedback to improve services, tools, and support experience.
Required Skills and Qualifications:

This role requires the following skills and qualifications:

  • Strong leadership capabilities.
  • Excellent customer service skills.
  • In-depth IT knowledge.
  • Ability to manage and coordinate urgent and complex support issues.
  • Ability to train and mentor junior technical support engineers.
  • Knowledge of ITIL standards and service delivery practices.
  • Ability to communicate effectively with cross-functional teams and end-users.
Benefits:

This role offers the following benefits:

  • Opportunity to work in a dynamic and fast-paced environment.
  • Chance to develop and maintain a technical support knowledge base.
  • Collaborative and supportive team environment.
Others:

This role also offers:

  • Opportunity to contribute to the growth and development of the organization.
  • Chance to make a meaningful impact on the organization's success.

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