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01/05 Jayshri
Executive HR at Veritas

Views:26 Applications:8 Rec. Actions:Recruiter Actions:0

Manager - Enterprise Technical Support - IT Hardware & Networking (6-12 yrs)

Mumbai/Navi Mumbai/Pune/Maharashtra Job Code: 323797

Job Description :

As a Technical Support Manager, you will lead our technical support team, responsible for providing timely and effective support to our customers, resolving technical issues, and ensuring customer satisfaction. You will play a critical role in maintaining high service standards and fostering positive relationships with our clients through superior technical expertise and support.

Key Responsibilities :

1. Team Leadership :

- Lead and manage a team of technical support engineers and specialists, providing guidance, coaching, and mentorship to ensure high performance and professional development.

- Foster a culture of collaboration, accountability, and continuous improvement within the technical support team, promoting knowledge sharing and best practices.

2. Technical Support Operations :

- Oversee the day-to-day operations of the technical support team, ensuring timely response and resolution of customer inquiries, incidents, and service requests.

- Establish and maintain service level agreements (SLAs) and performance metrics to measure the effectiveness and efficiency of technical support operations.

3. Managing ASPs :

- Appoint ASPs on a Pan India basis for different product categories and manage them.

- Establish and maintain service level agreements (SLAs) and performance metrics to measure the effectiveness and efficiency of technical support operations of the ASPs. Conduct performance audits.

- Manage monthly payouts for the ASPs in a timely manner

4. Customer Engagement :

- Serve as a point of escalation for complex technical issues, working closely with the technical support team to troubleshoot and resolve issues in a timely manner.

- Build and maintain strong relationships with key clients, acting as a trusted advisor and technical consultant to address their technical needs and challenges.

5. Process Improvement :

- Identify areas for process improvement and optimization within the technical support operations, implementing best practices and standard operating procedures (SOPs) to enhance efficiency and effectiveness.

6. Training and Development :

- Develop and deliver technical training programs and materials for the technical support team, ensuring they are equipped with the knowledge and skills to effectively support our products and services.

- Stay current with industry trends, emerging technologies, and best practices in technical support, and incorporate them into training programs and team practices.

Qualifications and Skills :

- Bachelor degree in Engineering - Electrical & Electronics. Electronics & Communications, Computer Science, Information Technology, or a related field.

- Master's degree is a plus.

- Proven experience in technical support management or a similar role, preferably within the IT hardware and networking industry.

- Experience in managing ASP network in India.

- Strong leadership and people management skills, with the ability to motivate and inspire a team to achieve goals and objectives.

- Deep technical expertise in IT hardware and networking technologies, with proficiency in troubleshooting and problem-solving.

- Excellent communication and interpersonal skills, with the ability to effectively communicate technical concepts to both technical and non-technical audiences.

- Experience with help desk software and ticketing.

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

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