TechSupport Manager

TechSupport Manager

Experience Required

8+ Years

No. of Position

1

Location

India

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.
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