Technical Support Leadership
2 days ago
The technical support manager oversees the entire IT service desk operation, ensuring that all requests, incidents, and problems are resolved promptly and efficiently.
- Manages and coordinates urgent and complicated support issues.
- Trains, coaches, and mentors junior technical support engineers.
- Ensures 24/7 service availability and SLA adherence.
- Establishes and implements ITIL standards in service delivery practices.
- Serves as an escalation point for all requests and incidents.
- Develops and matures phone/ticket/email escalation processes to ensure smooth information flow within the organization.
- Leads IT and Support Helpdesk projects to achieve on-time and quality closure.
- Maintains IT service desk policies, procedure documentation, records, and reports in compliance with organizational requirements.
- Manages IT assets and vendor relationships.
- Fosters positive end-user and cross-functional relationships to drive customer satisfaction.
- Develops and maintains a technical support knowledge base.
- Recruits, selects, trains, and develops employees within their roles via coaching, counseling, and disciplining.
- Conducts regular check-ins with direct reports to monitor performance and discuss successes and challenges.
Key Responsibilities:
- Oversee 100% of the requests, incidents, and problems.
- Manage and coordinate urgent and complicated support issues.
- Train, coach, and mentor L1/L2 Technical Support Engineers.
- Manage 24X5/7 service availability and SLA adherence.
- Establish and implement ITIL standards in service delivery practices.
- Act as escalation point for all requests and incidents.
- Lead IT and Support Helpdesk project for on-time and quality closure.
- Maintain IT service desk policies, procedure documentation, records, and reports in compliance with organization requirements.
- IT Asset Management.
- Vendor management for procurement, repair, and maintenance.
- Foster positive end-user, cross-function relationships, and drive customer satisfaction.
- Develop and maintain Technical Support knowledge base.
Requirements:
- Graduate in Engineering/Technical discipline having knowledge of servers and desktop O.S., O365, networking, firewall, Windows AD, Domain controller, All 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 with IT Helpdesk/Service Desk management in 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).
- Customer-centric.
- Problem Solver.
- Critical thinker.
About Us:
We provide solutions to elevate financial and clinical performance. Our transparent and innovative risk adjustment and quality improvement solutions drive better outcomes.
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