support service manager

Teamware Solutions

3 - 6 years

3 - 6 Lacs

noida uttar pradesh india

Posted:3 days ago| Platform: Foundit logo

Apply

Skills Required

service management itsm process team management customer service interpersonal skills analytical skills

Work Mode

On-site

Job Type

Full Time

Job Description

Support Service Manager

Key Responsibilities

Lead, mentor, and manage a team of IT support professionals, fostering a culture of exceptional service delivery and continuous improvement.
Oversee the daily operations of the support desk, ensuring adherence to
Service Level Agreements (SLAs)
and operational targets.
Develop, implement, and refine
IT Service Management (ITSM) processes
for incident, problem, request fulfillment, and knowledge management.
Monitor key performance indicators (KPIs) and metrics, identifying trends and areas for service improvement.
Act as an
escalation point
for complex technical issues and dissatisfied customers, ensuring timely and effective resolution.
Manage customer relationships, gathering feedback to enhance service quality and proactively address concerns.
Implement and manage
support tools and technologies
(e.g., ITSM platforms, monitoring systems) to streamline operations.
Contribute to budgeting, resource planning, and strategic initiatives for the support services department.

Qualifications

Proven experience as a
Support Service Manager
or a similar leadership role in an IT support or service desk environment.

Skills Required:

Strong leadership and team management skills
, with a proven ability to motivate and develop technical staff.
In-depth knowledge and practical experience with IT Service Management (ITSM) frameworks
, particularly
ITIL
.
Proficiency in managing and utilizing
ITSM platforms
(e.g.,
ServiceNow, Jira Service Management
).
Excellent
customer service, communication, and interpersonal skills
for effective stakeholder engagement.
Strong analytical skills to interpret performance metrics and identify service improvement opportunities.
Ability to manage multiple priorities, work under pressure, and drive continuous service enhancements.
Basic understanding of IT infrastructure (networks, servers, applications) and common technical issues.

Preferred Skills:

ITIL certifications (e.g., ITIL Foundation, Service Operations).
Experience with major incident and problem management processes.
Knowledge of automation tools for support processes.
Familiarity with quality management systems.

Mock Interview

Practice Video Interview with JobPe AI

Start Job-Specific Interview

Start Your Job Search Today

Browse through a variety of job opportunities tailored to your skills and preferences. Filter by location, experience, salary, and more to find your perfect fit.