Senior Technical Support Leader

1 day ago

Davangere, Karnataka, India beBeeCustomerCentric Full time ₹ 20,00,000 - ₹ 25,00,000
Technical Support Manager

Job Overview:

The Technical Support Manager plays a pivotal role in overseeing the technical support team, ensuring that all requests, incidents, and problems are resolved in a timely and efficient manner.

  • Key Responsibilities:
  • Manage and coordinate urgent and complicated support issues to maintain optimal service delivery.
  • Develop and implement effective training programs for L1/L2 Technical Support Engineers to enhance their skills and knowledge.
  • Establish ITIL standards in service delivery practices and ensure compliance across the organization.
  • Serve as an escalation point for all requests and incidents, providing expert guidance and support.
  • Develop and mature phone/ticket/email escalation processes to streamline communication and issue resolution.
  • Lead IT and Support Helpdesk projects to drive strategic initiatives and improvements.
  • Maintain accurate records of IT service desk policies, procedure documentation, records, and reports.
  • Oversee IT asset management, vendor relationships, and procurement processes to ensure seamless operations.
  • Foster strong relationships with end-users, cross-functional teams, and vendors to drive customer satisfaction and loyalty.
  • Develop and maintain a comprehensive Technical Support knowledge base to provide valuable resources and insights.
  • Recruit, select, train, and develop high-performing team members to achieve exceptional results.
  • Conduct regular check-ins with direct reports to monitor performance, provide feedback, and track progress.
  • Evaluate the performance of direct reports annually, identifying areas for improvement and growth opportunities.
  • Provide data-driven insights and reporting on key performance indicators (KPIs) and trends to inform business decisions.

Required Skills and Qualifications:

  • Bachelor's degree in Engineering or a related technical field with expertise in servers, desktop O.S., networking, firewall, Windows AD, Domain controller, PC/Laptop/Server Hardware, Tablets, software applications, server maintenance, etc.
  • Minimum 15 years of total IT experience with at least 5 years of experience in IT Helpdesk/Service Desk management within an Enterprise environment.
  • Global Support Operations Management ITIL Certification and excellent leadership capabilities.
  • Strong problem-solving skills, attention to detail, and excellent research skills.
  • Excellent English communication skills (written and verbal).
  • Customer-centric approach with a focus on delivering exceptional service and support.

What We Offer:

  • A dynamic work environment with opportunities for growth and development.
  • A competitive compensation package and benefits program.
  • The chance to make a meaningful impact in a fast-paced and innovative industry.

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