support service manager

Teamware Solutions is seeking a dedicated Support Service Manager to lead and optimize our IT support operations. You'll be instrumental in overseeing the delivery of high-quality technical support services, managing support teams, and ensuring customer satisfaction and efficient resolution of issues, directly impacting our operational excellence.

Key Responsibilities

• Lead, mentor, and manage a team of IT support professionals, fostering a culture of exceptional service delivery and continuous improvement.
• Oversee the daily operations of the support desk, ensuring adherence to Service Level Agreements (SLAs) and operational targets.
• Develop, implement, and refine IT Service Management (ITSM) processes for incident, problem, request fulfillment, and knowledge management.
• Monitor key performance indicators (KPIs) and metrics, identifying trends and areas for service improvement.
• Act as an escalation point for complex technical issues and dissatisfied customers, ensuring timely and effective resolution.
• Manage customer relationships, gathering feedback to enhance service quality and proactively address concerns.
• Implement and manage support tools and technologies (e.g., ITSM platforms, monitoring systems) to streamline operations.
• Contribute to budgeting, resource planning, and strategic initiatives for the support services department.

Qualifications

Skills Required :

Preferred Skills :

Skills Required

Service Management, Team Management, Customer Service, Interpersonal Skills, Analytical Skills