Technical Support Manager
3 days ago
About Us: TeamLogic IT, Naples/Sarasota, FL is a leading provider of IT services and solutions. We are seeking an experienced Technical Support Manager to join our team.
Job Summary: The Technical Support Manager will be responsible for managing the scheduling and assignment of support tickets, ensuring that client issues are addressed promptly and effectively.
Responsibilities:
- Develop and implement effective ticket management processes to ensure seamless support delivery.
- Collaborate with the technical team to prioritize and assign tasks based on urgency, SLA requirements, and team skill sets.
- Ensure accurate and timely communication with clients regarding ticket status and scheduling updates.
Ticket Management:
- Design and implement efficient scheduling systems to optimize resource allocation.
- Analyze and troubleshoot technical issues to ensure prompt resolution.
- Develop and maintain comprehensive knowledge base articles to support client queries.
Client Communication:
- Establish and maintain positive relationships with clients through regular communication and issue resolution.
- Deliver exceptional customer service by addressing client concerns and providing timely solutions.
- Conduct regular client satisfaction surveys to gauge support quality and identify areas for improvement.
Escalation Management:
- Identify and escalate complex technical issues to senior technicians or managers for resolution.
- Collaborate with the technical team to develop and implement effective escalation procedures.
- Communicate with clients regarding escalated issues and provide regular updates on resolution status.
Service Level Agreement (SLA) Compliance:
- Develop and implement SLA metrics to track and measure support performance.
- Collaborate with the technical team to ensure SLA targets are met or exceeded.
- Analyze and report on SLA data to identify areas for improvement.
Reporting and Documentation:
- Generate and share regular reports on support performance, including metrics and analysis.
- Develop and maintain comprehensive documentation on support processes and procedures.
- Conduct regular training sessions for new team members to ensure knowledge sharing and consistency.
Qualifications:
- Strong leadership skills with experience in managing technical teams.
- Excellent communication and interpersonal skills with ability to build strong relationships with clients and team members.
- Technical expertise in IT support and management, including network administration and software troubleshooting.
Estimated Salary: $65,000 - $80,000 per year.
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