Job Description
IT Support Services Manager
We are seeking an experienced IT Support Services Manager to lead our technical support team and ensure seamless incident resolution, outstanding customer experiences, and continuous process improvements. In this role, you will oversee escalations, manage key performance indicators (KPIs), and drive operational excellence based on ITIL principles. Your team will be responsible for incident management, change requests, and escalations related to our clients' IT infrastructure and hosted solutions.
Key Responsibilities
Team Leadership & Support Management
- Oversee the Technical Services & L3 team, directing workload and ensuring timely issue resolution.
- Manage escalations effectively, providing hands-on assistance when needed.
- Develop and implement support strategies to enhance customer satisfaction and service efficiency.
- Ensure the team maintains a high level of professionalism and adheres to best practices in communication and issue resolution.
Operational Excellence & Process Improvement
- Track and analyze KPIs & SLAs, ensuring targets for customer satisfaction and operational efficiency are met.
- Identify and implement process improvements to optimize support functions.
- Develop and maintain systems for ongoing customer support and software troubleshooting.
- Oversee third-party vendor relationships , setting service level expectations and managing performance.
Training, Mentorship & Collaboration
- Provide coaching and mentorship to Technical Services team members , fostering skill development in both technical expertise and customer service.
- Encourage knowledge sharing and cross-functional collaboration to enhance team performance.
- Maintain and expand technical knowledge across product lines, ensuring the team is well-equipped to support our customer base.