Technical Support Team Manager

1 month ago

Navi Mumbai, Maharashtra, India TaskUs Full time

About the Role:

TaskUs is a global leader in providing outsourced digital services and next-generation customer experience.

We are seeking a highly skilled Technical Support Team Manager to join our team. As a Technical Support Team Manager, you will play a vital role in ensuring the seamless operation of our clients' IT systems by handling a team, resolving technical issues, and delivering exceptional customer service to a global user base.

Key Responsibilities:

  • Manage a team of Remote Technical Support Engineers, overseeing the day-to-day planning and operations of the team.
  • Ensure each team member delivers on their Service Level Agreement (SLA) and achieves their Key Performance Indicators (KPIs).
  • Train and help in the development of your team by conducting team huddles, coaching sessions, and recognizing weaknesses to offer solutions for improvement.
  • Provide remote technical support to international clients via phone, email, chat, and remote desktop tools.
  • Troubleshoot and resolve hardware and software issues related to desktops, laptops, printers, and peripherals.
  • Install, configure, and maintain operating systems, software applications, and security patches.
  • Set up and configure VPN connections for secure remote access.
  • Implement and support multi-factor authentication (MFA) solutions, including Yubikey.
  • Collaborate effectively with cross-functional teams across different time zones to escalate and resolve complex technical issues.
  • Document support tickets, solutions, and troubleshooting procedures in Jira or similar ticketing systems.
  • Provide training and guidance to international end-users on IT best practices and procedures.

Requirements:

  • Minimum of 2 years of experience as a team leader in remote desktop support, preferably with international clients.
  • Proficiency in using remote support tools and technologies.
  • Strong troubleshooting skills with the ability to diagnose and resolve technical issues efficiently.
  • Experience with MFA solutions, such as Yubikey, and VPN technologies.
  • Excellent communication skills and cultural sensitivity to effectively interact with clients from diverse backgrounds.
  • Ability to work independently and collaborate effectively in a remote team environment.
  • Experience using collaboration tools like Slack for communication and Jira for ticket management.

Preferred Qualifications:

  • Bachelor's degree in Computer Science, Information Technology, or related field.
  • Certifications in relevant technologies (e.g., CompTIA A+, Network+, Security+).
  • Experience supporting a diverse range of operating systems, including Windows, macOS, and Linux.

About TaskUs:

TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies. We help our clients represent, protect, and grow their brands by leveraging a cloud-based infrastructure. Our team is committed to providing exceptional customer service and support to our clients worldwide.

Why Work with TaskUs:

We prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community.

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