Senior Technical Support Lead

3 days ago

Thiruvananthapuram, Kerala, India beBeeTechnical Full time ₹ 90,00,000 - ₹ 1,20,00,000

Technical Support Managers at our organization are responsible for overseeing the entire support lifecycle, from request receipt to resolution. Their roles involve managing and coordinating urgent and complicated issues, training, coaching, and mentoring junior engineers, as well as maintaining service desk policies, procedures, documentation, records, and reports in compliance with organizational, ISO, HIPAA, and HITRUST requirements.

Key Responsibilities:
  • Manage 100% of incoming requests, incidents, and problems.
  • Develop and mature phone/ticket/email escalation processes for seamless communication within the organization.
  • Lead IT and Support Helpdesk projects for on-time and quality delivery.
  • Establish and implement ITIL standards in service delivery practices.
  • Maintain departmental staffing by recruiting, selecting, orienting, and training employees.
  • Develop employees within their roles via coaching, counseling, and disciplining employees.
  • Conduct regular check-ins with direct reports to monitor performance, track progress, and discuss successes and challenges.
  • Provide data and reporting of KPIs and trends to the IT department and others.
Requirements:
  • Graduate in Engineering/Technical discipline with knowledge of servers, desktop O.S., O365, networking, firewall, Windows AD, Domain controller, PC/Laptop/Server Hardware, Tablets, software applications, server maintenance, etc.
  • At least 15 years of total IT experience with a minimum of 5 years of experience in IT Helpdesk/Service Desk management in an Enterprise environment.
  • 24X5/7 Global Support Operations ManagementITIL Certification.
  • Microsoft and Azure Certification is an added advantage.
  • Strong leadership capability, Deep IT/PC troubleshooting knowledge, Excellent customer Service Skills, Excellent problem-solving skills, Strong coordination skills to work with multiple cross-functions.
  • Proactive and creative, Attention to detail, Excellent research skills, Excellent English communication skill (both Written & Verbal).

This is an excellent opportunity to grow as a Technical Support Manager.

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