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Technical Support Manager - Salesforce
6-9 years
Hyderabad / Secunderabad
1 vacancy
Technical Support Manager - Salesforce
CriticalRiver
posted 5mon ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- Team Leadership: Lead, mentor, and manage a team of service desk agents. Provide guidance, training, and performance feedback to ensure high levels of service quality and team productivity.
- Operational Management: Oversee the day-to-day operations of the service desk, including monitoring ticket queues, managing workloads, and ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs).
- Client Liaison: Act as the technical point of contact for global clients, addressing their needs, managing expectations, and ensuring clear and effective communication between clients and the service desk team.
- Performance Monitoring: Track and analyze service desk metrics and performance data. Prepare and present regular reports on team performance, service levels, and areas for improvement to senior management and clients. Evaluate team performance through regular reviews, set performance goals, and implement strategies to improve efficiency and effectiveness.
- Process Improvement: Identify and implement process improvements to enhance the efficiency and effectiveness of the IT service desk operations. Develop and update standard operating procedures (SOPs) and best practices. Use data to drive decision-making and continuous improvement.
- Issue Resolution: Handle escalated technical issues and complex support requests that require advanced troubleshooting. Ensure timely and satisfactory resolution while maintaining high-quality service standards.
- Training and Development: Develop and deliver training programs for new and existing team members to improve their technical skills, customer service abilities, and knowledge of company policies and procedures.
- Quality Assurance: Implement and oversee quality assurance processes to ensure consistent and high-quality service delivery. Conduct regular reviews of support interactions and provide constructive feedback.
- Bachelor s degree in Information Technology, Computer Science, Business Administration, or a related field. Relevant certifications (e.g., ITIL, Salesforce) are a plus.
- Minimum of 5 years of professional experience in an IT service desk or technical support role, with at least 2 years in a management or supervisory position.
- Recent experience supporting U.S.-based clients is a plus.
- Strong understanding of IT service management principles, help desk operations, troubleshooting techniques, and support tools (e.g., ticketing systems, CRM software).
- Excellent leadership, communication, and interpersonal skills, with the ability to manage client relationships and team dynamics effectively.
- Demonstrated ability to analyze performance metrics, identify trends, and implement strategies for service improvement.
- Ability to work independently, managing multiple priorities and tasks in a fast-paced, dynamic environment.
Employment Type: Full Time, Permanent
Functional Areas: Other
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