Job Description :

As a Technical Support Manager, you will lead our technical support team, responsible for providing timely and effective support to our customers, resolving technical issues, and ensuring customer satisfaction. You will play a critical role in maintaining high service standards and fostering positive relationships with our clients through superior technical expertise and support.

Key Responsibilities :

1. Team Leadership :

- Lead and manage a team of technical support engineers and specialists, providing guidance, coaching, and mentorship to ensure high performance and professional development.

- Foster a culture of collaboration, accountability, and continuous improvement within the technical support team, promoting knowledge sharing and best practices.

2. Technical Support Operations :

- Oversee the day-to-day operations of the technical support team, ensuring timely response and resolution of customer inquiries, incidents, and service requests.

- Establish and maintain service level agreements (SLAs) and performance metrics to measure the effectiveness and efficiency of technical support operations.

3. Managing ASPs :

- Appoint ASPs on a Pan India basis for different product categories and manage them.

- Establish and maintain service level agreements (SLAs) and performance metrics to measure the effectiveness and efficiency of technical support operations of the ASPs. Conduct performance audits.

- Manage monthly payouts for the ASPs in a timely manner

4. Customer Engagement :

- Serve as a point of escalation for complex technical issues, working closely with the technical support team to troubleshoot and resolve issues in a timely manner.

- Build and maintain strong relationships with key clients, acting as a trusted advisor and technical consultant to address their technical needs and challenges.

5. Process Improvement :

- Identify areas for process improvement and optimization within the technical support operations, implementing best practices and standard operating procedures (SOPs) to enhance efficiency and effectiveness.

6. Training and Development :

- Develop and deliver technical training programs and materials for the technical support team, ensuring they are equipped with the knowledge and skills to effectively support our products and services.

- Stay current with industry trends, emerging technologies, and best practices in technical support, and incorporate them into training programs and team practices.

Qualifications and Skills :

- Bachelor degree in Engineering - Electrical & Electronics. Electronics & Communications, Computer Science, Information Technology, or a related field.

- Master's degree is a plus.

- Proven experience in technical support management or a similar role, preferably within the IT hardware and networking industry.

- Experience in managing ASP network in India.

- Strong leadership and people management skills, with the ability to motivate and inspire a team to achieve goals and objectives.

- Deep technical expertise in IT hardware and networking technologies, with proficiency in troubleshooting and problem-solving.

- Excellent communication and interpersonal skills, with the ability to effectively communicate technical concepts to both technical and non-technical audiences.

- Experience with help desk software and ticketing.