Service Support Manager

We’re looking for a Technical Support & Service Manager to lead our Support Specialists team.

The team is responsible for providing it technical support and service to the company’s customers.

Roles & Responsibilities

👉Lead teams of technical support & Service specialists

👉Manage the team’s day-to-day operations, lead and prioritize workload, serve as focal point during escalations, etc

👉Serve as technical lead for complex and challenging technical issues

👉Establish work procedures and processes according to company standards

👉Constantly enforce and optimize team’s processes to maximize productivity and efficiency

👉Continuously monitor and adjust KPIs in order to meet company's contractual agreements

👉Establish and present the team's performance reports to management

What You Need

👉Strong leadership and team management skills.

👉3+ years of managerial experience for a team of 10+ people

👉Experience in providing services to agreed SLA’s

👉Operate based on ITIL/ITSM practices

👉Excellent technical, diagnostic, and troubleshooting skills

👉Ability to manage multiple tasks and priorities under high pressure

👉Excellent customer and service orientation

👉Excellent interpersonal skills

👉Understanding, approach and technical knowledge in the fields of computing, communication networks, servers, backup systems, Microsoft and cloud systems

👉Experience working with Microsoft Windows workstations and servers on all their versions

👉Understanding infrastructures such as Active Directory, DNS, DHCP

👉Understanding of communications (switches, routers)

👉Proven experience in IT service management

👉Relevant certifications such as MCITP/MCSE - an advantage