Senior Technical Operations Manager

16 hours ago


Mohali, Punjab, India beBeetechnicaloperationsmanager Full time ₹ 18,00,000 - ₹ 24,00,000

Job Overview

We are seeking an experienced Senior Technical Operations Manager to lead and motivate a high-performing technical support team, ensuring every customer interaction is handled efficiently and professionally.

About the Role

  • Lead and mentor the technical support team to achieve performance goals, driving quality service delivery and productivity.
  • Oversight of timely resolution of customer inquiries, technical issues, and escalations, with a focus on process improvements.
  • Resource allocation to meet SLAs, optimize productivity, and ensure efficient workflow.
  • Deliver continuous training, coaching, and feedback to enhance skills and service delivery excellence.
  • Collaborate with cross-functional teams to resolve issues, enhance offerings, and drive business growth.
  • Analyze KPIs, trends, and performance reports to inform data-driven decisions.
  • Maintain deep technical knowledge of company products, services, and technologies.

Requirements

  • Bachelor's degree in computer science, information technology, or related field.
  • 7+ years in technical support, with at least 3 years in leadership roles.
  • Advanced troubleshooting skills across software, hardware, and network issues.
  • Expert proficiency in SQL, Microsoft Office (Excel, Word, PowerPoint), and CRM systems.
  • Excellent communication, interpersonal, and problem-solving skills to inspire and guide teams.
  • Strong understanding of ITIL principles, preferably certified.
  • Proven experience with helpdesk tools, Agile methodologies, and change management.


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