Job Description
Technical Support Manager is responsible for service delivery, training, and support. He will be managing a team of 5 to 10 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.
