
Senior Technical Support Lead
2 days ago
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.
- 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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Senior Technical Support Specialist
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Senior Technical Support Professional
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Technical Customer Support Lead
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Technical Support Team Lead
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AI Technical Lead
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Senior Salesforce Technical Support Manager
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Senior Software Development Lead
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ServiceNow ITSM Technical Lead
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Senior Backend Technical Lead
2 days ago
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