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Title
Text copied to clipboard!Technical Support Manager
Description
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We are looking for a highly skilled and experienced Technical Support Manager to lead our technical support team. The successful candidate will be responsible for managing our technical support team to deliver excellent customer service and resolve all technical issues. As a Technical Support Manager, you should have a solid technical background combined with customer service experience. A problem-solving attitude with an ability to motivate your team to achieve specific goals are essential skills to perform well in this position. You will ensure that the team is adequately trained and competent to handle all customer inquiries and problems. You will also be responsible for implementing policies and procedures regarding how problems are identified, received, documented, distributed, and corrected. Excellent leadership skills are a must, as well as the ability to manage multiple high-priority initiatives.
Responsibilities
Text copied to clipboard!- Manage the technical support team, operations and resources to deliver excellent customer service.
- Develop and implement procedures for effective problem identification and resolution.
- Monitor and analyze performance metrics and suggest improvements.
- Ensure customer service is timely and accurate on a daily basis.
- Recruit, train and support help desk representatives and technicians.
- Set specific customer service standards.
- Contribute to improving customer support by actively responding to queries and handling complaints.
- Establish best practices through the entire technical support process.
- Follow up with customers to identify areas of improvement.
- Develop daily, weekly and monthly reports on help desk team’s productivity.
Requirements
Text copied to clipboard!- Proven work experience as a Technical Support Manager, Desktop Support Engineer, IT Help Desk Technician or similar role.
- Hands-on experience with help desk and remote control software.
- Solid technical background with an ability to give instructions to a non-technical audience.
- Customer-service oriented with a problem-solving attitude.
- Excellent written and verbal communications skills.
- Team management skills.
- BSc degree in Computer Science, Information Technology or relevant field.
- Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus.
- Ability to manage multiple high-priority initiatives.
- Proven track record of maintaining IT structural integrity.
Potential interview questions
Text copied to clipboard!- How do you handle high-stress situations?
- Can you describe a time when you had to handle a difficult customer issue?
- What strategies do you use to motivate your team?
- How do you prioritize your work and that of your team?
- Can you describe a time when you improved a support process or implemented a new process?