Manager, Technical Support 02F25

The Manager of Technical Support is responsible for overseeing the technical support department, ensuring that customer issues are resolved efficiently and effectively. This role involves managing a team of support professionals, driving performance improvements, and serving as a liaison between various departments to deliver excellent customer service. The Technical Support Manager will ensure that the team operates smoothly and that all customer inquiries are addressed promptly, contributing to high levels of customer satisfaction. The goal is to lead the technical support team to excellence, maintaining a positive working environment and fostering professional development. A strategic mindset combined with robust problem-solving skills and technical proficiency is essential for this role.

Responsibilities

• Oversee daily operations of the technical support team to ensure optimal performance.
• Develop and implement support policies and procedures to improve efficiency.
• Lead, mentor, and develop a high-performing technical support team.
• Set performance goals and objectives for team members and monitor their progress.
• Coordinate with other departments to ensure seamless customer support experiences.
• Analyze support ticket data to identify trends and areas for improvement.
• Manage escalated customer issues ensuring prompt and effective resolution.
• Prepare regular reports on team activities and customer support metrics for leadership.
• Train new team members on support processes, tools, and technologies.
• Maintain high levels of customer satisfaction through proactive issue resolution.
• Stay updated with product knowledge and technological advancements relevant to the job.
• Conduct regular team meetings to communicate goals, changes, and feedback.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or related field.
• Minimum of five years' experience in technical support or a similar field.
• Proven experience in managing and leading a technical support team.
• Strong knowledge of customer service software, databases, and remote desktop tools.
• Excellent leadership and team management skills for effective team development.
• Exceptional problem-solving skills with a customer-centered approach.
• Strong communication skills, both verbal and written, for effective interactions.
• Ability to work in a fast-paced environment while managing multiple priorities.
• Knowledge of ITIL processes and project management is advantageous.
• Proactive mindset with attention to detail and an urge for continuous improvement.