Support Manager

2 weeks ago

Singapore Netpoleon Solutions Singapore Full time

Support managers supervise the maintenance and security of technical services and information within an organization, as well as ensuring adequate training and abilities of IT employees. Information and technology services departments, including help desk support, network security administration and IT purchasing may have a single supervisor or a hierarchy of managers assigning tasks, executing projects or handling various IT operations. Often delegating duties, support managers are ultimately responsible for the performance of systems and employees.

**Primary Functions**:

- Coordinating IT projects with support staff and sales team.
- Manages and executes the process for communicating outage/emergency activities to the organization.
- Develop and maintain support staff to deliver personable, responsive support with high technical expertise to our customers.
- Continuous maintenance and optimisation of all in-house support operations, including but not limited to communication channels, work instructions, and training.
- Ensure key performance metrics, including customer response time, issue resolution time, and departmental efficiency are met or exceeded.
- Work closely with the product managers, technical support team and technical implementation team on product specifications and testing capabilities.
- Provide solutions and advice on performance utilisation, increment of the efficiency of support staff in closing support cases.
- Manage and monitor the progress, budget and schedule of projects and prepare periodic progress reports.
- Assist support staff in their efforts to triage, troubleshoot, and resolve complex customer requests.
- Responsible to implement and maintain best practice in technology and processes to ensure high customer satisfaction and good technical outcomes.
- Specific competencies the Support Manager will be directly responsible for include but not limited to the following: Service Measurement (Metrics), Incident/Problem Management, Change Management, Request Management, Printer Management, Technical Standards and Training.

**Requirements**:

- Degree in Computer Science / IT Engineering
- Minimum of 7 years relevant experience
- Desire and willingness to learn
- Ability to work independently but still a team player
- Strong analytically skill and be able to manage information logically
- Possess strong interpersonal skills to lead a team of 4-6 support staff

**Other Information**:

- Working hours: 9am to 6pm, Mon-Fri. (after office work may be required due to the nature of IT/IT-networking job scope
- Salary will commensurate with qualifications and experiences
- 13 month bonus
- Variable bonus

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