Manager, Technical Support

SOTIs growth and success is a result of commitment to innovation through entrepreneurial culture and leadership. Employees are driven to make an impact, offer a unique value and most importantly, be part of a winning team.

You are an educated professional at an early stage of your career. As a Tech Support Manager you have a great passion for modern technology, and you are driven by your energy to identify and resolve complex problems, while providing excellent customer service. If you are eager to prove your understanding of computer networking principles, your strong problem-solving abilities in a fast paced environment, and you are willing to learn and grow, then this position offers numerous growth opportunities and a long-lasting career with SOTI.

Responsibilities

• Responsible for managing team leads and support engineers from level 1 to level 3.
• Conducts one-on-one meetings with all reporting team members.
• Ensures that all SLA’s are met for customer responses.
• Performance reporting to management on monthly basis.
• Coaches and Develops team members to ensure they perform and meet their career goals.
• Responsible for providing required resources to team members for smooth functioning of the department.
• Works closely with other departments to streamline processes for management.
• Implements required changes in processes and documentation to meet growing departmental requirements.

Qualifications

• Degree or Diploma in Computer Networking, Information Technology, Computer Science or a related technical field
• Minimum 3+ years of technical support management experience and 6+ years of experience as technical support lead.
• Outstanding verbal and written communication skills in English
• Strong problem-solving abilities, Strong team player (i.e. flexible, hard-working, fast-learner, self-motivated, results oriented)
• Knowledge of mobile computing space (Windows Mobile, iOS, Blackberry and Android devices)
• Knowledge of software technologies such as networking and databases
• Any prior experience working with mobile device management solutions is an asset
• Any experience with Microsoft SQL