Tech Lead

3 days ago

Vadodara, Gujarat, India beBeeManager Full time ₹ 12,34,567 - ₹ 23,45,678
Technical Support Manager Job Description

This role involves overseeing the entire support process, ensuring timely and effective resolution of customer issues.

  • Manage all aspects of technical support, including requests, incidents, and problems.
  • Train and coach technical support engineers to improve their skills and knowledge.
  • Implement and maintain IT service desk policies, procedures, and documentation.
  • Manage vendor relationships for procurement, repair, and maintenance of IT assets.

Key Responsibilities:

  • Oversee 100% of the requests, incidents, and problems.
  • Manage and coordinate urgent and complicated support issues.
  • Establish and implement ITIL standards in service delivery practices.
  • Act as escalation point for all requests and incidents.
  • Lead IT and Support Helpdesk project for on-time and quality closure.
  • Conduct regular check-ins with direct reports to monitor performance and discuss successes and challenges.
  • Manage process for communicating outage/emergency activities to the organization.

Requirements:

  • A graduate in engineering or a technical discipline with knowledge of servers and desktop O.S., O365, networking, firewall, Windows AD, Domain controller, PC/Laptop/Server Hardware, Tablets, software applications, server maintenance, etc.
  • At least 15 years of total IT experience with a minimum of 5 years of experience in IT Helpdesk/Service Desk management in an enterprise environment.
  • 24X5/7 global support operations management ITIL certification.
  • MicroSoft and Azure certification is an added advantage.

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