Technical support manager

Job Summary

Technical support managers supervise the company's technical support team. They must provide their team with strong leadership and direction to increase productivity. Being able to resolve the issues of customers and employees, motivate a team, identify problems, and recommend improvements to technical support processes are vital.

Key Responsibilities:

• Set clear objectives, evaluate progress, and instill a high-performance culture with a focus on the team.
• work, service excellence, and ownership for resolving customer issues
• Set up, manage, and improve standards and procedures within the team
• Ensure working practices are well defined and operational with minimal disruption using technology to improve efficiency as appropriate.
• Manage the team and individual performance, technical and skills development
• Encourage open communication between team members, suggesting and driving forward ideas
• about how the team can work more effectively together
• Cascade business objectives and targets for the team
• Review daily priorities and take appropriate action to ensure results are achieved
• Remain aware of new product developments in the area of network technology providing input and tactical direction to the business on customer service and support challenges.
• Provide input into the company service strategy.
• Perform analyses, create reports, and implement emergency plans.
• Participate in root cause analysis and communicate findings to customers.
• Prioritize projects, identify goals, determine a budget, and assign staff to reach goals.
• Oversee daily operations, including schedules, escalations, and reporting.
• Maintain performance metrics and survey targets for quality service delivery