Support Team Manager

2 days ago

Hyderabad, Telangana, India Zeta Global Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Support Team Manager

We are looking for a dedicated and experienced Support Team Manager to oversee the management of our People Support Jira system and to lead the development of a comprehensive knowledge base. In this role, you will be responsible for ensuring that our internal support processes run smoothly, efficiently, and deliver the highest level of service to our team members. You will work closely with various departments to build a robust knowledge base that will serve as a key resource for all employees.

Key Responsibilities:

Jira System Management: Oversee and manage the People Support Jira system, ensuring tickets are tracked, prioritized, and resolved in a timely manner

Team Management & Coordination: Lead, mentor, and develop a team of support specialists, fostering a collaborative and performance-driven environment. Conduct regular one-on-one meetings, performance reviews, and provide constructive feedback to team members

Knowledge Base Development: Build and maintain a comprehensive knowledge base that serves as a go-to resource for frequently asked questions, policies, procedures, and best practices

Process Improvement: Continuously analyze support workflows and suggest improvements to optimize efficiency and service quality

Reporting & Analytics: Generate regular reports on ticket volumes, response times, and resolution rates to assess team performance. Use data to identify trends and areas for improvement in both the support system and knowledge base. Present insights and recommendations to senior leadership to drive continuous improvement

Collaboration: Collaborate with HR, IT, and other departments to ensure alignment on support processes and integration of relevant knowledge base content

Qualifications:

Bachelors degree in Business Administration, Information Technology, Human Resources, or related field preferred.

Skills & Competencies:

Strong team management skills

Excellent organizational and multitasking abilities

Analytical mindset with the ability to use data to drive decisions and improvements

Exceptional written and verbal communication skills

Familiarity with HR or People Support processes is a plus

Proactive problem solver with a focus on continuous improvement

Ability to work in a fast-paced environment and manage multiple priorities

Collaborative team player who can work effectively across departments

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