Technical Support Manager

2 days ago

Hyderabad Secunderabad Telangana, India beBeeTechnical Full time ₹ 1,04,000 - ₹ 1,30,878
Job Description:

The Service Desk Team Lead plays a pivotal role in overseeing a team of remote support analysts, ensuring the delivery of high-quality technical support to end-users. This involves leadership, performance management, escalations, and continuous process improvement in a remote support environment.

Key Responsibilities:
  • Lead, mentor, and motivate a team of remote support analysts.
  • Conduct one-on-one and team meetings to ensure effective communication and team alignment.
  • Manage Service Level Agreements (SLAs) for response times, resolution accuracy, and user satisfaction.
  • Triage and escalate incidents based on priority for timely resolution.
  • Provide performance feedback and drive improvement plans where necessary.
  • Monitor team Key Performance Indicators (KPIs) and SLAs to ensure operational efficiency.
  • Evaluate and improve remote support processes and implement IT best practices.
  • Develop and maintain technology process documentation, SOPs, and service catalogs.
  • Handle escalations from the Global Service Desk and ensure proper ticket resolution workflow.
  • Create detailed operational reports and presentations using Excel and Google Slides.
Requirements:
  • A full-time graduate degree in a technical field.
  • 7+ years of experience in IT operations, with at least 2 years in a TL/Supervisor role.
  • Experience in remote support and ticketing tools (JIRA, ServiceNow, Remedy).
  • Knowledge of ITIL processes (especially Incident, Problem, and Change Management); certification is a plus.
  • Experience with Windows OS, Active Directory, VPN, VDI, Office 365 & G Suite admin tasks.
  • Proficiency in technical documentation, root cause analysis, and performance optimization.
  • Strong communication, presentation, and multitasking skills.
  • A detail-oriented mindset with a commitment to continuous improvement.
  • Flexibility to work in shifts and extended hours as needed.

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