Technical Support Operations Manager

2 days ago

Kannur, Kerala, India beBeeLeadership Full time ₹ 2,00,00,000 - ₹ 2,50,00,000
Job Title: Technical Support Operations Manager

Seeking a seasoned technical support professional to oversee the entire spectrum of technical issues and requests. The successful candidate will be responsible for managing and coordinating urgent and complicated support issues, training and mentoring junior engineers, and maintaining IT service desk policies and procedures.

Key Responsibilities:

  • Manage 100% of requests, incidents, and problems, including coordinating with cross-functional teams to resolve complex issues.
  • Train, coach, and mentor L1/L2 technical support engineers to ensure they have the necessary skills and knowledge to perform their duties effectively.
  • Maintain 24X5/7 service availability and adhere to SLA requirements, establishing and implementing ITIL standards in service delivery practices.
  • Act as an escalation point for all requests and incidents, developing and maturing phone/ticket/email escalation processes to ensure smooth communication within the organization.
  • Lead IT and support helpdesk projects to ensure timely and quality completion, maintaining departmental staffing by recruiting, selecting, orienting, and training 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, driving Ticket Deep Dive and developing strategies for improvement.

Requirements:

  • Graduate in Engineering or 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.
  • ITIL Certification and Microsoft/Azure Certification is an added advantage.
  • Strong leadership capability, deep IT/PC troubleshooting knowledge, excellent customer service skills, problem-solving skills, coordination skills, proactive and creative attitude, attention to detail, research skills, excellent English communication skills, customer-centric approach, problem-solving ability, critical thinking.

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