Senior Technical Operations Lead

1 week ago

Hyderabad, Telangana, India beBeeManager Full time ₹ 9,00,000 - ₹ 12,00,000
About the Job

We are seeking a skilled Technical Support Manager to lead our team in delivering exceptional technical assistance.

This role is responsible for managing technical support issues, IT asset lifecycle management, and daily operations of the build center and conference room testing/support.

The successful candidate will ensure timely execution and drive continuous improvement in processes and service delivery.

Key Responsibilities
  • Strategic Planning and Execution
    • Develop and implement strategic plans to enhance the technical support function, aligning with our overall goals and objectives.
    • Lead initiatives to improve service delivery, efficiency, and customer satisfaction.
  • Team Leadership & Development
    • Mentor and develop team members, fostering a culture of continuous learning and professional growth.
    • Implement performance management processes to ensure high standards of performance and accountability.
    • Conduct regular performance reviews and provide coaching and training.
    • Foster a culture of accountability, collaboration, and customer focus.
  • Customer Relationship Management
    • Build and maintain strong relationships with key customers, acting as a point of escalation for complex issues.
    • Gather and analyze customer feedback to drive improvements in service quality and customer experience.
  • Cross-Functional Collaboration
    • Collaborate with other departments, such as Engineering, Collaboration, and AV Support, to ensure a cohesive approach to customer support.
    • Facilitate effective communication and coordination between technical support and other teams.
  • Performance Metrics and Reporting
    • Monitor key performance indicators (KPIs) to measure the effectiveness of the technical support function.
    • Provide regular reports on team performance, customer satisfaction, and operational improvements to senior management.
  • Customer Experience & Communication
    • Demonstrate a strong commitment to understanding and meeting customer needs.
    • Experience in gathering and analyzing customer feedback to improve service quality.
    • Proven ability to manage and meet Service Level Agreements (SLAs) to ensure customer satisfaction.
    • Ensure the highest levels of customer satisfaction through timely and effective communication.
    • Provide regular updates to stakeholders on issue status and resolution timelines.
    • Participate in incident and problem management processes.
    • Oversee ticketing systems and reporting tools.
    Required Skills and Qualifications
    • Bachelor's degree in Information Technology or related field
    • 6-9 years of experience in IT support, with at least 5 years in leadership or supervisory role
    • Strong knowledge of Windows/Mac OS, Active Directory, M365, networking, and endpoint management tools
    • Collaboration Tools: Microsoft Teams, Outlook, SharePoint, OneDrive
    • Familiarity with ITIL practices and service management frameworks
    • Experience with Service Now ticketing system
    • Excellent problem-solving and analytical skills
    • Strong interpersonal and communication abilities
    • Ability to manage multiple priorities in a fast-paced environment
    What We Offer
    • Competitive salary and benefits
    • Supportive and collaborative work culture
    • Continuous learning and professional growth opportunities

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