Senior Technical Support Leader

3 days ago

Mumbai, Maharashtra, India beBeeItOperationsManager Full time ₹ 15,00,000 - ₹ 25,00,000

Job Summary:

We are seeking a highly skilled and experienced IT Operations Manager to oversee our technical support services. As a key team member, you will be responsible for managing requests, incidents, and problems, as well as training and mentoring junior technical support engineers.

Main Responsibilities:

  • Manage 100% of the requests, incidents, and problems, coordinating urgent and complicated support issues
  • Train, coach, and mentor L1/L2 Technical Support Engineers to ensure high-quality service delivery
  • Ensure 24X7 service availability and SLA adherence by implementing efficient processes and procedures
  • Establish and maintain ITIL standards in service delivery practices, ensuring compliance with organizational, ISO, HIPAA, and HITRUST requirements
  • Act as an escalation point for all requests and incidents, developing and maturing phone/ticket/email escalation processes
  • Lead IT and Support Helpdesk projects to achieve on-time and quality closure
  • Maintain IT service desk policies, procedure documentation, records, and reports
  • IT Asset Management and vendor management for procurement, repair, and maintenance
  • Foster positive relationships with end-users, cross-functional teams, and drive customer satisfaction
  • Develop and maintain a Technical Support knowledge base
  • Maintain departmental staffing by recruiting, selecting, orienting, and training employees, and developing personal growth opportunities
  • Coach, counsel, and discipline employees to develop their roles via regular check-ins and annual performance evaluations
  • Manage process for communicating outage/emergency activities to the organization and provide data and reporting of KPIs and trends to the IT department
  • Review survey feedback to improve services, tools, and support experience

Required Skills and Qualifications:

  • 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
  • 24X7 Global Support Operations Management and ITIL 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, proactive, creative, attention to detail, excellent research skills, excellent English communication skill (both Written & Verbal), customer-centric, problem solver, critical thinker

Benefits:

This role offers a competitive compensation package and opportunities for career growth and development.

Others:

Please note that this job description may be subject to change based on business needs.

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