Manager Technical Support Job Description

1. Manager Technical Support Job Description Technical Support ManagerPosition OverviewThe Technical Support Manager is a key member of the services organization managementteam will report to the VP of Operations. He/She will be responsible for motivating a team ofTechnical Support Consultants and for facilitating resolution on escalated calls.Responsibilities • Motivate a team of Technical Support Consultants through performance coaching, career planning and setting educational objectives. • Participate in quality calibration and validation sessions. • Resolve employee issues and act as the employee advocate when dealing with HR or departmental processes. • Improve productivity by highlighting deficiencies and recommending change in tools, training, processes, reporting, and employee engagement. • Facilitate customer resolution for escalated calls and engage the necessary technical support. • Follow up with unsatisfied customers to ensure issues are resolved and the customers are satisfied • Report operational achievements and progress to the operations manager on a regular basis including statistical analysis and improvement of action plans. • Work with other managers to ensure operational consistency. • Maintain a mindset of continuous improvement, in terms of efficiency of support processes, customer satisfaction and the application of tools for monitoring, management and optimization. • Build relationships with the operational and technical department management of our key customers.

2. • Develop a strong relationship with the sales teams to increase support services agreements sales. This includes negotiating and closing services contracts. • Deliver and exceed on all Team performance targets.Job Requirements • Must have a good understanding of a "services business" in a high tech environment, from a supplier, integrator or operators point of view. • Minimum 3 years experience in a related function is required, technical call centre preferred. • Demonstrated Leadership abilities and be achievement oriented. • Excellent analytical and problem solving skills, combined with the ability to provide quick resolution to problems. • Strong verbal and written communication skills are mandatory. • Must be customer service orientated and believe in teamwork, collaboration, adaptability and Initiative. • Experience in coaching and staff development is mandatory. • Develop a strong relationship with the sales teams to increase support services agreements sales. This includes negotiating and closing services contracts. • Deliver and exceed on all Team performance targets.Job Requirements • Must have a good understanding of a "services business" in a high tech environment, from a supplier, integrator or operators point of view. • Minimum 3 years experience in a related function is required, technical call centre preferred. • Demonstrated Leadership abilities and be achievement oriented. • Excellent analytical and problem solving skills, combined with the ability to provide quick resolution to problems. • Strong verbal and written communication skills are mandatory. • Must be customer service orientated and believe in teamwork, collaboration, adaptability and Initiative. • Experience in coaching and staff development is mandatory.