Technical Support Team Lead

15 hours ago


Rajahmundry, Andhra Pradesh, India beBeeSupport Full time ₹ 1,50,00,000 - ₹ 2,50,00,000

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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