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.
