Position Details

Type Not Specified

Experience mid

Exp. Years Not specified

Education Not specified

Category IT Support & Helpdesk

About this role

This role involves managing the support desk team, overseeing multi-channel support delivery, and ensuring support KPIs are met. The manager will lead process improvements and support team development.

Key Responsibilities

Lead support team
Oversee multi-channel support
Manage KPIs and metrics
Handle escalations
Improve support processes

Technical Overview

Focus on support operations, ticketing systems, KPI metrics, escalation procedures, and knowledgebase management.

Ideal Candidate

The ideal candidate is an experienced IT support leader with strong team management skills, proficient in support ticketing systems, SLAs, and metrics reporting. They should have a background in managing multi-channel support teams and process improvement.

Must-Have Skills

Team LeadershipSupport OperationsCustomer ServiceSupport Ticketing SystemsSLAsMetrics & Reporting

Nice-to-Have Skills

Knowledgebase ManagementProcess ImprovementEscalation ManagementDashboard Reporting

Tools & Platforms

Ticketing systemsSupport chatEmail supportPhone support

Required Skills

Team LeadershipSupport OperationsTicketing SystemsSLAsCustomer ServiceMetrics & ReportingEscalation ManagementKnowledgebase Management

Hard Skills

Ticketing systemsSLAsCustomer ServiceTeam LeadershipPerformance ManagementEscalation ManagementKnowledgebase ManagementSupport DeliveryMetrics & ReportingProcess Improvement

Soft Skills

LeadershipCommunicationTeamworkProblem-solvingProactiveTraining & Development

Industry & Role

Industry Not specified

Job Function Support team management and process optimization

Role Subtype Help Desk L2

Clearance & Visa

Clearance Required None

Visa Sponsorship No

Keywords for Your Resume

Service Desk ManagerIT supportticketing systemsSLAsCustomer ServiceSupport OperationsTeam LeadershipSupport KPIsEscalation ManagementKnowledgebaseDashboard reportingSupport teamSupport deliverySupport metricsProcess improvementsupport operationscustomer serviceteam leadershipsupport KPIsescalation managementknowledgebasesupport metrics

Deal Breakers

Lack of team leadership experience, No support operations background, Inability to manage support KPIs, No experience with ticketing systems

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