Advantmed - Manager - Technical Support

Manager - Technical Support (Ahmedabad, WFO)

About The Job

Key Responsibilities

• Oversee all technical support requests, incidents, and problems, ensuring 100% resolution.
• You'll lead, coach, and mentor a team of L1 and L2 Technical Support Engineers to maintain high performance and professional growth.
  

Operational Excellence

• Manage 24x5/7 service availability and ensure strict adherence to established SLAs.
• You will be instrumental in establishing and implementing ITIL standards to mature our service delivery practices and processes.
  

Escalation & Communication

• Act as the primary escalation point for all complex requests and incidents.
• You'll develop and refine our phone, ticket, and email escalation processes to ensure seamless communication and issue resolution across the organization.
• You'll also manage the communication of outage and emergency activities to all stakeholders.
  

Project Leadership

• Lead IT and Support Helpdesk projects from initiation to completion, ensuring they are delivered on time and with high quality.
  

Compliance & Documentation

• Maintain comprehensive documentation of IT service desk policies, procedures, records, and reports, ensuring compliance with organizational standards, including ISO, HIPAA, and HITRUST requirements.
  

Asset & Vendor Management

• Take charge of IT Asset Management, including procurement, repair, and maintenance.
• You'll also manage vendor relationships to ensure optimal service and support.
  

Performance & Culture

• Foster positive relationships with end-users and cross-functional teams to drive customer satisfaction.
• Conduct regular check-ins and performance evaluations for all direct reports, providing coaching, counseling, and disciplinary action when necessary to develop a high-performing team.
  

Reporting & Improvement

• Provide detailed data and reports on key performance indicators (KPIs) and trends to the IT department.
• You'll lead deep-dive analyses of support tickets to develop and implement strategies for continuous improvement.
• You'll also review survey feedback to enhance our tools, services, and overall support experience.
  

Preferred Candidate Profile

Education & Experience :

• A Bachelors degree in Engineering or a Technical discipline.
• You should have at least 15+ years of total IT experience, with a minimum of 5 years in a managerial role within a corporate IT Helpdesk or Service Desk environment.
  

Technical Proficiency

• Strong knowledge of server and desktop Operating Systems, Microsoft 365, networking, firewalls, Windows Active Directory, and Domain Controllers.
• You should have a deep understanding of all PC, laptop, server hardware, and software applications, as well as server maintenance.
  

Key Competencies

• Strong leadership capability with the ability to inspire and motivate a team.
• Deep IT troubleshooting knowledge and excellent problem-solving skills.
• Customer-centric mindset with exceptional customer service skills.
• Excellent written and verbal English communication skills.
• A critical thinker who is proactive, creative, and detail-oriented.