Support center manager

Support Center Manager

Job Description:

Overall management of the support center.

The role includes direct management of professional teams in a variety of areas including the call center, a team of PC technicians, end-station system personnel, and technical implementers.

As part of the role, the manager is also responsible for improving operational processes and ensuring the provision of quality and efficient service to the organization's customers.

Responsibilities:

• Ongoing management of the call center team.

• Setting goals and indicators for performance and performance improvement

• Building standard work processes (work procedures) and improving existing processes

• Responsibility for service quality, meeting SLA and solving complex problems

• Ongoing work with additional IT departments and internal organizational factors

Threshold requirements:

• Previous management experience of at least 3 years in managing a technological service center or support center

• Familiarity with Microsoft WINDOWS operating systems + high-level OFFICE applications

• Proven experience in managing diverse teams (call center operators, technicians, system personnel)

• Knowledge and experience in the field of end-station systems and handling hardware failures - an advantage

• High control of service call management systems with an advantage for Sysaid