Technical Operations Manager
15 hours ago
As a senior technical leader, you will oversee the efficient resolution of escalated technical issues within our IT Service Desk. Your role involves maintaining service quality, supervising and mentoring staff, and overseeing remote desktop support operations.
About the Role- Lead a team of technical engineers to resolve complex technical issues.
- Maintain service quality and ensure adherence to company policies.
- Supervise and mentor staff to improve performance and adherence to service level agreements.
- Troubleshoot end-user technical issues related to Windows, Mac OS, Active Directory, O365, VPN, printers, and other enterprise tools.
- Assign, monitor, and follow up on tickets to ensure timely resolution.
- Coordinating with other resolver groups to ensure prompt resolution of incidents and requests.
- Develop and maintain knowledge base articles and documentation.
- Monitor daily operations of the RDS team to ensure high customer satisfaction.
- 8+ years of experience in service management and service desk operations.
- 4+ years of experience in managing teams, operations, performance, service delivery, and quality of service.
- Required skills: MS Outlook, Word, Excel, Internet, Power BI, SQL.
- Preferred skills: ITIL, Service Now, Citrix.
This is an exciting opportunity to work in a collaborative environment that values learning, attention to detail, and empathy towards customers. If you have strong leadership skills, a deep understanding of ITSM principles, and hands-on experience in troubleshooting complex hardware/software and network issues, we would love to hear from you
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