Technical Support Manager

You will be monitoring and reporting on department performance indicators and providing crucial support to both external and internal customers.

Responsibilities:

• Lead and direct the Technical Support teams in delivering excellent service to customers
• Identify and implement process improvements to increase efficiency and productivity
• Monitor and report on department KPIs such as case management and customer response times, and identify areas of improvement
• Promote organizational and departmental goals by providing continuous customer-centric service and support
• Provide guidance and support to teams in addressing complex problems and managing escalated complaints or disputes
• Serve as a subject matter expert through close collaboration with internal technical, development, and program teams
• Participate in customer meetings and collaborate with internal stakeholders to resolve customer issues
• Identify training needs and create and deliver training content to the technical service team to ensure a high degree of competence within the group
• Identify emerging customer support trends; collect information, test and confirm, escalate as needed, and provide team(s) with a workaround or solution.
• Minimum of 5 years of experience in a similar role or related field.
• Proficient with Cisco Technologies, Citrix Technologies, Cloud Technologies, and Dell Technologies.
• Solid understanding and experience with ITSM, Active Directory, and Computer Hardware.
• Demonstrated skills in Configuration Management, Deployments, and Deskside Support.
• Knowledge of ServiceNow ITSM is required.
• Excellent problem-solving abilities and a customer-oriented mindset.
• Strong leadership skills to manage and lead a technical support team.
• Proven ability to work effectively in a team environment.
• Excellent verbal and written communication skills.
• Ability to manage multiple tasks and priorities simultaneously.
• Bachelor's degree in Information Technology, Computer Science or related field is preferred.