Manager - Operations - Technical Support

8 - 13 years

3 - 6 Lacs

Posted:1 day ago| Platform: Foundit logo

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Work Mode

On-site

Job Type

Full Time

Job Description

Position Overview

We are seeking an experienced and dynamic Manager Operations for our Technical Support division. The ideal candidate will lead a team of technical support professionals, ensuring high-quality service delivery, operational excellence, and continuous improvement in customer experience. This role requires strong leadership skills, a deep understanding of technical support processes, and the ability to manage operations in a fast-paced environment.

Key Responsibilities

  • Lead and manage day-to-day operations of the technical support team to meet SLAs and KPIs.
  • Drive performance management, coaching, and mentoring to ensure team effectiveness and skill enhancement.
  • Monitor and analyze operational metrics to identify gaps, implement process improvements, and optimize resource utilization.
  • Collaborate with cross-functional teams to resolve escalations and deliver prompt, effective solutions to customers.
  • Implement best practices, knowledge management systems, and training programs to enhance service quality.
  • Ensure compliance with organizational policies, security protocols, and industry standards.
  • Prepare and present regular operational reports to senior management with actionable insights.
  • Foster a customer-centric culture and promote continuous improvement in service delivery.

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