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TechSupport Manager
UnityOneCloud
posted 3hr ago
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Key skills for the job
Job Description
As the Tech Support Manager , you will play a vital role in ensuring efficient and reliable technical support for our users. Leveraging your leadership skills and technical expertise, you will manage and mentor a team of Tech Support Engineers, foster a positive team environment, and drive continuous improvement in tech support operations to meet business needs and exceed user expectations.
Key Skills & Qualifications
- Minimum 8 years of experience in IT support, with at least 3 years in a leadership role (e.g., Team Lead).
- Proven experience managing and motivating a team of 8-10 Tech Support Engineers.
- Strong technical expertise in Windows operating systems, Active Directory (AD), VMware, and cloud technologies.
- Solid understanding of Service Level Agreements (SLAs) with a track record of setting, monitoring, and meeting performance metrics.
- Experience providing global support in a diverse and multicultural environment.
- Ability to manage 24/7 support operations and ensure adequate coverage across all shifts.
- Excellent written and verbal communication skills with the ability to articulate technical concepts clearly and concisely.
- Strong problem-solving and analytical skills for troubleshooting complex user issues.
Responsibilities
- Manage Tech Support Team:
- Lead, mentor, and coach the Tech Support Engineers to deliver exceptional customer service and achieve team goals.
- Provide regular performance feedback and identify development opportunities for team members.
- Technical Support:
- Troubleshoot and resolve complex user issues involving Windows, Active Directory, VMware, and cloud technologies.
- Escalate critical issues as necessary and collaborate with other IT teams to ensure timely resolutions.
- Tech Support Operations:
- Develop and implement efficient tech support workflows and processes.
- Monitor ticket queues, prioritize tasks, and ensure SLA compliance.
- Continuously evaluate and improve service delivery to optimize tech support operations.
- Global Support Coordination:
- Collaborate with regional Tech Support Engineers and teams across time zones to ensure consistent and reliable global support.
- Coordinate with stakeholders to address region-specific requirements and align support strategies.
- Documentation and Reporting:
- Maintain accurate documentation of support processes, troubleshooting steps, and known issues.
- Prepare regular reports on tech support performance, SLA compliance, and user satisfaction.
- Use data-driven insights to identify trends and areas for improvement.
Employment Type: Full Time, Permanent
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