Senior Technical Support Lead

2 days ago


Salem, Tamil Nadu, India beBeeLeadership Full time ₹ 1,80,00,000 - ₹ 2,10,00,000
Job Title: Technical Support Manager

The Technical Support Manager oversees the entire technical support process, ensuring timely and effective resolution of requests, incidents, and problems. This role involves managing a team of technical support engineers, coordinating with cross-functional teams, and implementing ITIL standards to improve service delivery.

Key Responsibilities:
  • Manage and coordinate urgent and complicated support issues.
  • Train, coach, and mentor L1/L2 technical support engineers.
  • Establish and implement ITIL standards in service delivery practices.
  • Act as escalation point for all requests and incidents.
  • Develop and mature phone/ticket/email escalation processes.
  • Lead IT and support helpdesk projects.
  • Maintain IT service desk policies and procedure documentation.
Requirements:
  • Graduate in Engineering/Technical discipline.
  • At least 15 years of total IT experience with a minimum of 5 years of experience in IT helpdesk/service desk management.
  • ITIL certification.
  • Strong leadership capability and deep IT troubleshooting knowledge.
  • Excellent customer service skills and problem-solving skills.
  • Strong coordination skills to work with multiple cross-functions.


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