Manager - Technical Support (Ahmedabad, WFO)
About the Job :
We are seeking a Manager - Technical Support to join our team in Ahmedabad. This is a full-time, work-from-office role with a rotational shift. The ideal candidate will be a highly experienced and proactive leader with a strong background in IT service management and a passion for driving customer satisfaction.
Key Responsibilities :
Service & Team Management :
- Oversee all technical support requests, incidents, and problems, ensuring 100% resolution.
- You'll lead, coach, and mentor a team of L1 and L2 Technical Support Engineers to maintain high performance and professional growth.
Operational Excellence :
Manage 24x5 / 7 service availability and ensure strict adherence to established SLAs.You will be instrumental in establishing and implementing ITIL standards to mature our service delivery practices and processes.Escalation & Communication :
Act as the primary escalation point for all complex requests and incidents.You'll develop and refine our phone, ticket, and email escalation processes to ensure seamless communication and issue resolution across the organization.You'll also manage the communication of outage and emergency activities to all stakeholders.Project Leadership :
Lead IT and Support Helpdesk projects from initiation to completion, ensuring they are delivered on time and with high quality.Compliance & Documentation :
Maintain comprehensive documentation of IT service desk policies, procedures, records, and reports, ensuring compliance with organizational standards, including ISO, HIPAA, and HITRUST requirements.Asset & Vendor Management :
Take charge of IT Asset Management, including procurement, repair, and maintenance.You'll also manage vendor relationships to ensure optimal service and support.Performance & Culture :
Foster positive relationships with end-users and cross-functional teams to drive customer satisfaction.Conduct regular check-ins and performance evaluations for all direct reports, providing coaching, counseling, and disciplinary action when necessary to develop a high-performing team.Reporting & Improvement :
Provide detailed data and reports on key performance indicators (KPIs) and trends to the IT department.You'll lead deep-dive analyses of support tickets to develop and implement strategies for continuous improvement.You'll also review survey feedback to enhance our tools, services, and overall support experience.Preferred Candidate Profile :
Education & Experience :
A Bachelors degree in Engineering or a Technical discipline.You should have at least 15+ years of total IT experience, with a minimum of 5 years in a managerial role within a corporate IT Helpdesk or Service Desk environment.Technical Proficiency :
Strong knowledge of server and desktop Operating Systems, Microsoft 365, networking, firewalls, Windows Active Directory, and Domain Controllers.You should have a deep understanding of all PC, laptop, server hardware, and software applications, as well as server maintenance.Certifications : ITIL Certification is mandatory. Microsoft and Azure certifications are a significant advantage.
Key Competencies :
Strong leadership capability with the ability to inspire and motivate a team.Deep IT troubleshooting knowledge and excellent problem-solving skills.Customer-centric mindset with exceptional customer service skills.Excellent written and verbal English communication skills.A critical thinker who is proactive, creative, and detail-oriented.(ref : hirist.tech)
