Technical Support Manager

3 days ago


Naples, Florida, United States TeamLogic IT, NaplesSarasota, FL Full time
Job Title: Technical Support Manager

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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