Tech Support Manager

Roles & Responsibilities

Responsibilities:

1. Team Leadership: Lead and motivate a team of IT support technicians to deliver exceptional support services to external customers.

2. Customer Relationship Management: Build and maintain strong relationships with external customers, ensuring their needs are met and issues are resolved in a timely manner.

3. Technical Expertise: Provide guidance and support to the team on technical issues (should poses a good hardware and OS related knowledge and experience of End-user devices), leveraging your knowledge of IT support from both a technical and IT Service Management (ITSM) standpoint.

4. Process Improvement: Continuously assess and improve support processes to enhance efficiency and effectiveness, implementing best practices and tools as needed.

5. Performance Management: Monitor team performance metrics and KPIs, identifying areas for improvement and implementing strategies to drive performance excellence.

6. Training and Development: Identify training needs and provide ongoing coaching and development opportunities to team members to enhance their skills and expertise. Both technical and soft skills.

7. Escalation Management: Serve as a point of escalation for complex customer issues, working closely with team members to resolve issues promptly and effectively.

8. Collaboration: Collaborate with other departments, such as sales and admin, to ensure alignment and facilitate seamless service delivery.

9. Documentation: Ensure accurate documentation of customer interactions, solutions provided, and other relevant information to maintain a comprehensive knowledge base.

10. Stay Updated: Stay abreast of industry trends, emerging technologies, and best practices in IT support to continuously enhance service delivery and maintain a competitive edge.

Qualifications:

1.  Relevant Degree/Diploma in Information Technology, or related field.
2. Minimum of 5 years of experience in a similar position (handling a tech team), with a proven track record of success in IT support management.
3. Technical background with expertise in IT support from both a technical (End-user devices) and ITSM standpoint.
4. Excellent leadership and people management skills, with the ability to inspire and motivate a team.
5. Exceptional communication and interpersonal skills, with the ability to build strong relationships with external customers and internal stakeholders.
6. Analytical mindset with a focus on continuous improvement and problem-solving.
7. Relevant certifications such as ITIL, CompTIA, or Microsoft are a plus would be an added advantage.