Technical Support Leader

2 days ago

Bharatpur, Rajasthan, India beBeeManager Full time ₹ 1,20,00,000 - ₹ 1,50,00,000

Job Overview:

Support Managers play a critical role in ensuring seamless technical and client support for organizations. Direct, hands-on management of tech and client support activities is essential, as well as collaboration with internal teams and stakeholders to resolve production issues efficiently.

Key Responsibilities:

  • Support Management
  • Serve as the primary contact for clients seeking support and production tech issues, triage and assign support tickets to appropriate resources/teams.
  • Monitor support/ticket queues and provide timely response, updates,and resolution of client inquiries and production issues.
  • Coordinate and schedule support activities, handle hand-offs & meetings, and manage support roster.
  • Act as the incident/fire captain in case of production incidents/fires.
  • Monitor and evaluate support metrics, such as response time, resolution time, client satisfaction, and ticket volume, to identify areas for improvement.
  • Build and manage the tech and client support team members.

Qualifications and Skills:

  • Expected experience: 12+ years with at least 5 years experience managing a support team.
  • Previous experience in a tech and client support or coordination or management role within a SaaS/technology solutions team.
  • Experience in handling 24/7 support and working with geographically dispersed teams.
  • Excellent communication skills, both written and verbal, with the ability to articulate technical concepts to non-technical individuals.
  • Problem-solving skills and the ability to analyze information to identify root causes and recommend appropriate solutions.
  • Strong organizational and time management skills, with the ability to prioritize and multitask effectively.
  • Proficiency in using support tools and systems, such as ticketing systems, CRM software, and knowledge bases.
  • Ability to work well in a team environment, collaborating with colleagues and stakeholders at various levels.
  • Flexibility and adaptability to work in a fast-paced and dynamic environment.
  • ITIL certification is a plus.

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