Manager - Enterprise Technical Support - IT Hardware & Networking (6-12 Yrs) Mumbai/Navi Mumbai/Pune/Maharashtra (After-Sales/Customer Service)

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 manner4. 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. (ref:updazz.com)

Payroll Type : Permanent