As Technical Support Manager, you will be responsible for leading Customer Support T1 and T2 application support teams that focus on maintaining a high level of customer satisfaction for international customers, while collaborating effectively with internal cross-functional teams.
Responsibilities
The Technical Support Manager is a frontline management role with two primary responsibilities:
Services and solution delivery
Manage a team of technical support representatives and supervisors, including hiring, training, evaluating performance, leading processes and technical leadership
Set goals, objectives, and metrics for the support team to ensure high quality customer service, first call resolution, and response times meet service level agreements (SLAs) both internal and external
Lead root cause analysis efforts on major system failures or persistent technical issues and coordinate solutions with relevant teams
Work cross-functionally with IT, software development, training, and other groups to implement strategies to proactively prevent recurring technical issues
Develop and maintain technical supports annual budget, including expenditures for staffing, training, licensing, and tooling
Be the focal point of deep technical tickets.
Personnel management
Direct manager of Tier 1&2 support teams.
Decision taking.
Progress review
Career development
Proven 5+ years as tech support manager with deep tech understanding.
Ability to handle and have full ownership of critical and complex technical tickets.
Ability to drive project-based and ad-hoc work and manage tasks, schedules, and deliverables.
Demonstrated ability to manage technical personnel and processes associated with SDLC and related professional services
Demonstrated ability to effectively develop support tools
Effective communication skills in English, at all organizational levels, including written, oral, and presentation skills
Demonstrated ability to function in dynamic environments, whether leading or following
