Technical Support Manager

2 weeks ago

Singapore RECRUIT EXPRESS PTE LTD Full time
Roles & Responsibilities

Job Description:

A Technical Support Manager plays a crucial role in overseeing and managing the technical support team to ensure high-quality service delivery.

Primary Functions:

Team Leadership and Management

  • Supervise and mentor the technical support team to maintain productivity and morale.
  • Conduct regular training sessions to ensure the team is up-to-date with the latest technologies and support protocols.
  • Set clear goals, objectives, and performance expectations for team members.
  • Handle recruitment, onboarding, and performance evaluations of team members.

Customer Support

  • Oversee the resolution of customer issues and ensure a high level of customer satisfaction.
  • Act as the point of escalation for complex or unresolved technical issues.
  • Monitor customer feedback and take proactive steps to address recurring issues or dissatisfaction.
  • Develop customer support strategies to improve service levels.

Operational Oversight

  • Develop and maintain Standard Operating Procedures (SOPs) for technical support processes.
  • Ensure the team meets Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
  • Implement tools and systems for ticket management, reporting, and communication.
  • Analyse support trends to optimize workflows and improve efficiency.

Technical Expertise

  • Maintain a strong understanding of the company's products, services, and technologies.
  • Provide guidance to the support team on technical troubleshooting and problem-solving.
  • Collaborate with product and engineering teams to address recurring technical challenges.
  • Stay updated with industry trends and incorporate relevant practices into the support process.

Communication and Collaboration

  • Serve as a liaison between the support team and other departments, such as sales, marketing, and product development.
  • Provide regular updates and reports to senior management on team performance, customer satisfaction, and operational challenges.
  • Coordinate with external vendors or partners to resolve third-party issues impacting customers.
  • Clear verbal and written communication for resolving customer issues, team collaboration, and presenting insights to stakeholders.
  • Ability to explain technical concepts to non-technical audiences.

Strategic Planning

  • Plan and implement strategies for scaling support operations in line with business growth.
  • Budget and allocate resources effectively to meet current and future support demands.
  • Develop and implement customer service policies that align with company goals.

Risk Management

  • Identify potential risks in the support process and develop mitigation strategies.
  • Ensure compliance with regulatory standards and data protection laws, if applicable.
  • Metrics and Reporting
  • Monitor support metrics like first-response time, resolution time, customer satisfaction score (CSAT), Net Promoter Score (NPS), etc.
  • Use data-driven insights to make decisions and improve support processes.

Requirements:

  • Minimum of 5 years of experience in technical support, customer service, or IT management roles.
  • Hands-on troubleshooting in software, hardware, networking, or systems.
  • Proficiency in Operating Systems (Windows, Linux, macOS), Networking Concepts (DNS, DHCP, firewalls, VPNs), Cloud Platforms (AWS, Azure, Google Cloud), and Application Support tools (e.g., ticketing systems, monitoring tools).
  • Proficiency in Helpdesk Tools (e.g., Zendesk, Freshdesk), CRM Platforms (e.g., Salesforce), and Monitoring Tools (e.g., Nagios, SolarWinds, Datadog).
  • Familiarity with ITIL frameworks or similar methodologies.
  • Degree in Cybersecurity / Computer Science / Information Technology / IT Engineering / Business Administration.
  • Certification in CompTIA A+, Azure Administrator, AWS Solutions Architect, CCNA, ITIL Foundation, ScrumMaster, or Six Sigma will be considered an added advantage.
  • Goal setting, performance monitoring, and feedback delivery.
  • Strong organizational, project management, and strategic planning abilities.
  • Conflict resolution and adaptability in fast-paced environments.
  • Expertise in troubleshooting and diagnosing issues accurately.
  • Commitment to high-quality service and satisfaction.
  • Handling escalations and maintaining professionalism.
  • After office work may be required due to the nature of IT/IT-networking job scope

Interested applicants please send your resume to venessagoh@recruitexpress.com.sg

Venessa Goh Wee Ni

R24124686

Recruit Express Pte Ltd

EA License No: 99C4599

RCB No.: 199601303W

We regret that only shortlisted candidates will be contacted.

Tell employers what skills you have

A+
Troubleshooting
Customer Support
DHCP
Information Technology
Team Leadership
Zendesk
Networking
Operating Systems
Customer Satisfaction
ITIL
IT Management
Linux
Service Delivery
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