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Technical Support Manager

2 weeks ago


Singapore This is an IT support group Full time

Primary Responsibilities
Team Leadership & Management
Lead, supervise, and mentor the technical support team, fostering productivity and morale.
Conduct regular training sessions to keep the team updated on new technologies and support protocols.
Define clear goals, objectives, and performance expectations for team members.
Oversee recruitment, onboarding, and performance evaluations to build a high-performing team.
Customer Support
Ensure prompt and effective resolution of customer issues to achieve high satisfaction levels.
Serve as an escalation point for complex or unresolved technical problems.
Monitor customer feedback and address recurring issues proactively to improve the customer experience.
Develop strategies to enhance customer support operations and service levels.
Operational Oversight
Develop and maintain Standard Operating Procedures (SOPs) for technical support processes.
Ensure compliance with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
Implement and manage ticketing systems, reporting tools, and communication platforms.
Analyze support trends to optimize workflows, improve efficiency, and reduce resolution times.
Technical Expertise
Maintain in-depth knowledge of the company’s products, services, and technologies.
Guide the support team in technical troubleshooting and resolving complex issues.
Collaborate with product and engineering teams to address recurring technical challenges and improve products.
Stay informed about industry trends and integrate best practices into the support process.
Communication & Collaboration
Act as a bridge between the support team and other departments, such as sales, marketing, and product development.
Provide senior management with regular updates on team performance, customer satisfaction, and operational challenges.
Liaise with external vendors or partners to resolve third-party technical issues.
Effectively communicate technical concepts to non-technical audiences and stakeholders.
Strategic Planning
Develop and implement strategies to scale support operations in alignment with business growth.
Allocate resources efficiently to meet current and future support demands.
Establish and enforce customer service policies that align with company objectives.
Risk Management
Identify risks in support processes and develop strategies to mitigate them.
Ensure compliance with regulatory standards and data protection laws.
Metrics & Reporting
Monitor support metrics such as first-response time, resolution time, CSAT (Customer Satisfaction Score), and NPS (Net Promoter Score).
Leverage data-driven insights to refine processes and improve service quality.
Requirements
Qualifications & Experience:
Bachelor’s degree in Cybersecurity, Computer Science, IT, IT Engineering, Business Administration, or related fields.
A minimum of 5 years of experience in technical support, customer service, or IT management roles.
Hands-on expertise in troubleshooting software, hardware, networking, and systems.
Familiarity with ITIL frameworks or similar methodologies.
Technical Proficiency:
Strong knowledge of Operating Systems (Windows, Linux, macOS), Networking Concepts (DNS, DHCP, firewalls, VPNs), and Cloud Platforms (AWS, Azure, Google Cloud).
Proficiency with helpdesk tools (e.g., Zendesk, Freshdesk), CRM platforms (e.g., Salesforce), and monitoring tools (e.g., Nagios, SolarWinds, Datadog).
Certifications (Preferred):
CompTIA A+, Azure Administrator, AWS Solutions Architect, CCNA, ITIL Foundation, ScrumMaster, or Six Sigma certifications are advantageous.
Skills:
Exceptional leadership, goal setting, and performance management abilities.
Strong organizational and project management skills, with a strategic mindset.
Expertise in conflict resolution, adaptability, and working under pressure.
Commitment to delivering high-quality service and maintaining customer satisfaction.
Excellent communication and interpersonal skills for handling escalations professionally.
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