Jobs
Interviews
Lenovo logo

Technical Support Manager - Contact Center

0 - 8 years

0 Lacs

Bengaluru, Karnataka

Posted:1 month ago| Platform: Indeed logo

Apply

Skills Required

support technology vision stack portfolio ai pcs server storage software service dispatch training interface design effectiveness development management analysis metrics tracking oracle integrity compliance recruitment recording transactions video payments report

Work Mode

Remote

Job Type

Full Time

Job Description

General Information

Req #
WD00084119
Career area:
Information Technology
Country/Region:
India
State:
Karnataka
City:
BANGALORE
Date:
Monday, June 16, 2025
Working time:
Full-time
Additional Locations:
  • India - Karnātaka - Bangalore
  • India - Karnātaka - BANGALORE

Why Work at Lenovo

We are Lenovo. We do what we say. We own what we do. We WOW our customers.

Lenovo is a US$57 billion revenue global technology powerhouse, ranked #248 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world’s largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY).


This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com, and read about the latest news via our StoryHub.

Description and Requirements

Summary: As Technical Support Manager, you will have the responsibility to manage services for the Lenovo in India.

You will work closely with multiple tech & service towers to ensure team delivers overall best-in-class service and support to our customers.

Responsibilities and accountabilities of the position:

  • Be a Game changer for Lenovo Customers with Commercial Warranty
  • Develop improvement plans to meet & exceed Customer Experience objectives
  • Manage key qualitative metric like First Call Resolution, Repeat Dispatch Rates, Fix on Phone, Turnaround Time.
  • Plan Capacity, Hiring and Training with Business Operations to optimize headcount requirements.
  • Interface with the other service towers and directly with the customer base on critical escalations and call resolution
  • Design, develop, and implement processes, systems, to support and enhance the technical support function.
  • Develop and implement practices that measure the effectiveness and performance of the Technical Support Function
  • Focus on Individual development of team members, including technical skill and professional development.

Specifications and requirements:

1. Education/ Qualification

Graduate in Information Technology or related discpline

2. Work experience

  • 10-15 years of experience in the IT service industry with a minimum of 8 years in technical
    support management, including people management.
  • Background in the development and management of remote support groups
  • Experience in managing both voice & non-voice processes

3. Key functional/technical competencies:

  • Good Knowledge of technical troubleshooting
  • Ability to perform AFR (Annual Failure Rate) Analysis
  • Ability to perform Quality & Failure Analysis and develop technical & Dispatch trainings to reduce warranty cost
  • Understands current notebook technologies and ability to explain to customers and team members.
  • Extensive expertise in developing metrics to measure the effectiveness of technical support
  • Familiarity with operations and management environments within large enterprise customers and/or service providers is desirable
  • Familiarity with MSD(CRM) or incident tracking and management systems.
  • Knowledge of Mailbox management systems such as Oracle Right now
  • Track record of accomplishment and effectiveness within organizations
  • Desire to work in a fast-paced, challenging environment
  • Experience in a highly analytical, results-oriented environment.
  • Proven analytical skills and demonstrated ability to manage the business “by the numbers”. Must be metric driven.
  • Attention to detail and capability to work on multiple projects in parallel
  • Good written and oral communications and interpersonal skills

4. Key Behavioral competencies:

  • Demonstrated high levels of customer focus.
  • Demonstrated highest level of integrity, honesty, and strong work ethic.
  • Sharp, analytical, and thoughtful. Thoroughly thinks through problems to come up with solutions.
  • Proven ability to successfully thrive in an ambiguous environment and changing conditions.
  • Takes initiative. Doesn't want to be asked. Plans efficiently while avoiding analysis paralysis.
  • Consistent effort, intense commitment, and willingness to go above and beyond when needed.
  • Strong team player, acts like an owner, and ultimately focused on delivering results with high standards.
Additional Locations:
  • India - Karnātaka - Bangalore
  • India - Karnātaka - BANGALORE
  • India
  • India - Karnātaka
* India - Karnātaka - Bangalore , * India - Karnātaka - BANGALORE

NOTICE FOR PUBLIC

At Lenovo, we follow strict policies and legal compliance for our recruitment process, which includes role alignment, employment terms discussion, final selection and offer approval, and recording transactions in our internal system. Interviews may be conducted via audio, video, or in-person depending on the role, and you will always meet with an official Lenovo representative.
Please beware of fraudulent recruiters posing as Lenovo representatives. They may request cash deposits or personal information. Always apply through official Lenovo channels and never share sensitive information. Lenovo does not solicit money or sensitive information from applicants and will not request payments for training or equipment.
Kindly verify job offers through the official Lenovo careers page or contact IndiaTA@lenovo.com. Stay informed and cautious to protect yourself from recruitment fraud. Report any suspicious activity to local authorities.

More Jobs at Lenovo

GSI - Presales Solution Architect

Gurugram, Haryana

Experience: Not specified

|

Salary: Not disclosed

Network Management SME (CCNA/CCNP, 10-12 years Exp - Cisco Security/ACI Skills)

Mumbai, Maharashtra, India

5 - 8 yrs
|

Salary: Not disclosed

Senior Technical Engineer - Windows

Mumbai, Maharashtra, India

5 - 8 yrs
|

Salary: Not disclosed

AI Solution Architect

Bengaluru, Karnataka

Experience: Not specified

|

Salary: Not disclosed

Nvidia AI Architect- Delivery

Bengaluru, Karnataka

Experience: Not specified

|

Salary: Not disclosed

Mock Interview

Practice Video Interview with JobPe AI

Start Job-Specific Interview
cta

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.

Job Application AI Bot

Job Application AI Bot

Apply to 20+ Portals in one click

Download Now

Download the Mobile App

Instantly access job listings, apply easily, and track applications.

Google Play App Store
coding practice

Enhance Your Skills

Practice coding challenges to boost your skills

Start Practicing Now
Lenovo logo
Lenovo

IT Services and IT Consulting

Morrisville NC

RecommendedJobs for You

Lenovo logo

Technical Support Manager - Contact Center

Lenovo

Bangalore Urban, Karnataka, India

Lenovo logo

Technical Support Manager - Contact Center

Lenovo

Bengaluru, Karnataka