Technical Support Manager
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Job Location:
Monthly Salary:
Posted on:
6 hours ago
Vacancies:
1 Vacancy
Job Summary
Job Title: Technical Support Manager
Department: IT & Services
Reports To: Chief Technology Officer
Experience: 10 Years
Location: India (Remote role)
Employment Type: Full-Time
Job Summary
We are seeking an experienced Technical Support Manager to lead and oversee enterprise technical support operations. This role is responsible for managing a geographically distributed support team ensuring timely resolution of customer issues and driving continuous improvement in support processes and system performance.
The ideal candidate will bring strong technical expertise in infrastructure environments excellent people management skills and the ability to collaborate cross-functionally in a fast-paced mission-critical environment.
Key Responsibilities
Team Leadership & Management
Lead mentor and develop a team of technical support specialists.
Manage performance conduct regular reviews and provide coaching.
Oversee support operations across multiple locations.
Ensure effective workforce planning and rotational 24/7 coverage.
Technical Support Operations
Manage and prioritize customer support tickets across phone chat and email channels.
Troubleshoot and resolve complex technical issues in business-critical systems.
Act as Point of Contact (POC) for high-priority escalations.
Coordinate with L2/L3 teams and external vendors for issue resolution.
Ensure timely triage escalation and closure of incidents.
Infrastructure & Systems Support
Support environments involving Linux and Windows servers.
Manage private and hybrid cloud infrastructure environments.
Work with hypervisors storage systems backup technologies and wireless networking.
Perform scripting (Shell) for automation and troubleshooting.
Cross-Functional Collaboration
Work closely with Operations Infrastructure and Product teams.
Coordinate with third-party vendors for upgrades and issue resolution.
Maintain strong internal and external stakeholder relationships.
Process Improvement & Documentation
Analyze recurring issues and identify improvement opportunities.
Implement initiatives to reduce ticket volume and enhance customer satisfaction.
Develop and maintain SOPs documentation and troubleshooting guides.
Required Skills & Experience
10 years of experience in technical support leadership or similar roles.
Strong knowledge of Linux and Windows server administration.
Experience with hypervisors and hybrid/private cloud environments.
Exposure to storage backup and wireless networking technologies.
Experience in shift-based or 24/7 support environments.
Strong troubleshooting prioritization and communication skills.
Proficiency with ticketing systems and collaboration tools (Microsoft Teams).
Strong working knowledge of Microsoft Office (Excel PowerPoint Visio).
Educational Qualification
Bachelor’s or Master’s Degree in Computer Science IT Engineering or related field.
Preferred Certifications
CCNA
MCSE
CompTIA A
Required Skills:
Information Technology Prioritization Customer Satisfaction Clo Coo Written Communication Skill Team Leadership Cro Written Communication Networking Vat Education Erp Visio Management Skill Mcse Oop Customer Service Scala Microsoft Office Microsoft Office Suite Shell Scripting Leadership Linux Excel People Management Communication Skill Hyperv Windows Server Chief Technology Officer Customer Support Documentation Powerpoint Communication Skills Strong Understanding Trends Technical Support Work Independently
Key Skills
- Dhcp
- SQL
- Active Directory
- VOIP
- VMware
- Customer Service
- Windows
- Trouble Shooting
- Java
- VPN
- Sharepiont
- hardware
- Dns
- Technical Support
- Software Applications
