Senior Technical Support Specialist

1 week ago

Guntur, Andhra Pradesh, India beBeeTechnical Full time ₹ 20,00,000 - ₹ 35,00,000
Job Description

We are seeking a highly skilled and experienced Technical Support Manager to oversee the management of our technical support team. The ideal candidate will have strong leadership capabilities, excellent customer service skills, and a deep understanding of IT troubleshooting.

The Technical Support Manager will be responsible for managing and coordinating urgent and complicated support issues, as well as training and mentoring junior team members. Additionally, this role will involve managing 24/7 service availability and SLA adherence, establishing and implementing ITIL standards in service delivery practices, and acting as an escalation point for all requests and incidents.

Key Responsibilities:

  • Manage and coordinate urgent and complicated support issues.
  • Train and mentor junior team members.
  • Manage 24/7 service availability and SLA adherence.
  • 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.
  • Maintain IT service desk policies, procedure documentation, records and reports in compliance with organization, ISO, HIPAA and HITRUST compliance requirements.
  • IT Asset Management.
  • Vendor management for procurement, repair and maintenance.
  • Foster positive end-user, cross-functional relationships and drive customer satisfaction.
  • Develop and maintain Technical Support knowledge base.
  • Maintain departmental staffing by recruiting, selecting, orienting, and training employees and developing personal growth opportunities.
  • Develop employees within their roles via coaching, counseling, and disciplining employees.
  • Conduct regular check-ins with direct reports to monitor performance, track progress on completion of work duties and responsibilities, and discuss successes and challenges.
  • Conduct annual performance evaluations for direct reports.
  • Manage process for communicating outage/emergency activities to the organization.
  • Provide data and reporting of KPIs and trends to IT department and others in ad-hoc, weekly, monthly, and as needed. Drive Ticket Deep Dive and develop strategies for improvement.
  • Review survey feedback to improve services, tools, and support experience.

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