Technical Support Manager

1 week ago

Ahmedabad, Gujarat, India Advantmed Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Role & responsibilities

  • Oversee 100% of the requests, incidents and problems. Manages and coordinates 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. Develop and mature phone/ticket/email escalation processes to ensure free flowing escalation and information within the organization.
  • Lead IT and Support Helpdesk project for on-time and quality closer.
  • Maintain IT service desk policies, procedure documentation, records and reports in compliance with organization, ISO, HIPPA and HITRUST compliances 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.
  • Maintain departmental staffing by recruiting, selecting, orienting, and training employees and developing personal growth opportunities.
  • Develop employees within their roles via coaching, counseling, and disciplining employees.
  • Conduct regular check-ins with all direct reports to monitor performance, track progress on the completion of work duties and responsibilities and discuss successes and challenges.
  • Conduct annual performance evaluations for all direct reports
  • Manage process for communicating outage/emergency activities to the organization.
  • Provide data and reporting of KPIs and trends to IT department and others in ad-hoc, weekly, monthly and as needed. Will drive Ticket Deep Dive and develop strategies for improvement.
  • Review survey feedback to improve services, tools and support experience.

Preferred candidate profile

  • 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 + 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

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