Technical Support Manager

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