Technical Support Manager

Job Description

Technical Support Manager is responsible for service delivery, training, and support. He will be managing a team of 5 to 7 people and is accountable for meeting the SLA and customers’ satisfaction.

Supervisory Responsibilities:

• Help hire and trains the "support department" staff.
• Organize and oversee the schedules of IS department staff.
• Provide constructive and timely performance evaluations.
• Ensure proper execution of the workflow processes.
• Improve the workflow processes.
• Monitor the support team’s performance and makes sure every issue is resolved in time.
• Resolve escalated issues and communicates with other departments as needed.
• Manage installation and service delivery projects.
• Utilize the CRM and makes sure all customer support activities are recorded in the CRM.
• Record and mine customer support data and extracts meaningful reports according to the management needs.
• Attend meetings with customers.
• Prepare technical proposals and technical support content as needed.