
Technical Support Team Lead
15 hours ago
Job Title: Technical Support Manager
This role oversees the entire request, incident, and problem lifecycle. It involves managing and coordinating urgent and complicated support issues.
Key Responsibilities:
- Oversee 100% of requests, incidents, and problems.
- Train, coach, and mentor technical support engineers.
- Manage service availability and adhere to SLAs.
- Establish ITIL standards in service delivery practices.
- Act as an escalation point for all requests and incidents.
- Develop and mature phone/ticket/email escalation processes.
- Lead IT and support projects.
- Maintain IT service desk policies, procedures, records, and reports.
- IT asset management.
- Vendor management.
- Foster positive end-user relationships.
- Develop a technical support knowledge base.
- Maintain departmental staffing.
- Develop employees via coaching and counseling.
- Conduct regular check-ins with direct reports.
- Provide data and reporting on KPIs and trends.
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