remote
Technical Support Manager - Thales
Software Engineer
Seeking a Technical Support Manager to lead a team, ensure high-quality IT support, and manage service delivery. This role requires strong leadership and problem-solving skills to maintain excellent customer satisfaction.
About the role
Key Responsibilities
- Lead and manage a team of technical support professionals.
- Oversee the delivery of IT support services, ensuring high levels of customer satisfaction.
- Develop and implement support strategies and processes to improve efficiency and effectiveness.
- Monitor support performance metrics and identify areas for improvement.
- Collaborate with other departments to resolve complex technical issues.
- Ensure adherence to ITIL best practices and service level agreements.
Requirements
- Proven experience in a technical support management role.
- Strong understanding of IT service management principles and frameworks (e.g., ITIL).
- Excellent leadership, communication, and interpersonal skills.
- Demonstrated ability to troubleshoot and resolve complex technical problems.
- Experience in managing and motivating a support team.
Skills
technical supportit service managementteam leadershipproblem solvingcustomer serviceitil