Manager, Technical Support

Designation: Manager, Technical Support

Location: Ahmedabad/Pune

Work Mode: In Office

Shift: Rotational

Job Summary

IT Support manager manages the staff and service desk operations. As a Service Desk manager, you should have a solid technical background combined with customer service experience. A problem- solving attitude with an ability to motivate your team to achieve specific goals are essential skills to perform well in this position. Ultimately, you should be able to ensure high quality technical IT support and increase customer satisfaction.

Role & responsibilities

• Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues.
• Train, coach and mentor L1/L2 Technical Support Engineers.
• Manage 24X5/7 service availability and SLA adherence.
• Establish and implement ITIL standards in service delivery practices.
• Act as escalation point for all requests and incidents. Develop and mature phone/ticket/email escalation processes to ensure free flowing escalation and information within the organization.
• Lead IT and Support Helpdesk project for on-time and quality closer.
• Maintain IT service desk policies, procedure documentation, records and reports in compliance with organization, ISO, HIPPA and HITRUST compliances requirements.
• IT Asset Management.
• Vendor management for procurement, repair and maintenance
• Foster positive end-user, cross function relationships and drive customer satisfaction.
• Develop and maintain Technical Support knowledge base.
• Maintain departmental staffing by recruiting, selecting, orienting, and training employees and developing personal growth opportunities.
• Develop employees within their roles via coaching, counseling, and disciplining employees.
• Conduct regular check-ins with all direct reports to monitor performance, track progress on the completion of work duties and responsibilities and discuss successes and challenges.
• Conduct annual performance evaluations for all direct reports
• Manage process for communicating outage/emergency activities to the organization.
• Provide data and reporting of KPIs and trends to IT department and others in ad-hoc, weekly, monthly and as needed. Will drive Ticket Deep Dive and develop strategies for improvement.
• Review survey feedback to improve services, tools and support experience.

Preferred candidate profile

• Graduate in Engineering/Technical discipline having knowledge of servers and desktop O.S., O365, networking, firewall, Windows AD, Domain controller, All PC/Laptop/Server Hardware, Tablets, software applications, server maintenance, etc.
• At least 15 years + years of total IT experience with a minimum of 5 years of experience with IT Helpdesk/Service Desk management in Enterprise environment
• 24X5/7 Global Support Operations ManagementITIL Certification
• Microsoft and Azure Certification is an added advantage
• Strong leadership capability, Deep IT/PC troubleshooting knowledge, Excellent customer Service Skills, Excellent problem solving skills
• Strong coordination skills to work with multiple cross functions
• Proactive and creative, Attention to detail, Excellent research skills
• Excellent English communication skill (both Written & Verbal)
• Customer-centric
• Problem Solver
• Critical thinker