Manager of Technical Support

Critical Start

10 - 15 years

7 - 11 Lacs

pune

Posted:7 hours ago| Platform:

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Skills Required

ticketing event management siem workflow customer support customer service troubleshooting information technology technical support recruitment

Work Mode

Work from Office

Job Type

Full Time

Job Description

Lead, supervise, and develop a diverse team of technical support professionals.

Design and implement inclusive support strategies, policies, and procedures.
Monitor and enhance team performance metrics, including response times, resolution rates, and customer satisfaction scores.
Establish and maintain performance standards and training programs to support professional growth.
Conduct regular performance reviews and provide constructive, actionable feedback.
Collaborate with cross-functional teams to address and resolve complex technical challenges.
Analyze support trends and propose systemic improvements to enhance products or services.
Escalate critical issues to the appropriate departments and ensure prompt resolution.
Manage support resources effectively, optimizing team utilization and productivity.
Oversee the implementation and maintenance of customer support tools and technologies.
Ensure comprehensive documentation of support processes and maintain up-to-date knowledge bases.

What You Will Bring

Required Qualifications:

Bachelors degree in Computer Science, Information Technology, or a related field.
10+ years of experience in technical support.
5+ years of experience in management or team leadership roles.
Ability to work IST night shift (5:30pm - 2:30am IST) .
Strong knowledge of technical support best practices.
Excellent communication and interpersonal skills, with the ability to work effectively across global diverse teams.
Demonstrated ability to lead, motivate, and inspire teams to achieve goals.
Advanced problem-solving and analytical skills, with a focus on delivering practical solutions.
Proficiency in using customer support software and ticketing systems.
Strong understanding of incident response and threat mitigation strategies.
Previous experience in customer-facing technical roles, demonstrating strong communication and problem-solving skills.
Proven experience in managing security-related support escalations effectively.
Knowledge of multiple support channels, including phone, email, chat, and self-service platforms.
Demonstrates curiosity and a growth mindset, proactively exploring new tools, technologies, and industry trends with a strong desire to learn and adapt.
Possesses hands-on experience in technical support with a proactive, roll-up-your-sleeves approach to troubleshooting and problem-solving in dynamic environments.

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