Technical Support Manager

Timisoara, Romania

For one of our clients, a technology company, we are looking for a Technical Support Manager to lead their technical support team in Timisoara, Romania.

 

Key Responsibilities:

  • Manage a support team that is working in shifts to provide first class customer support
  • Provide input into the customer support process and act as a lead on support and service issues, strategy and approach
  • Set clear objectives, evaluate progress and instil a high-performance culture with focus on team work, service excellence and ownership for resolving customer issues
  • Set-up, manage and improve standards and procedures within the team
  • Ensure working practices are well defined and operational with minimal disruption using technology to improve efficiency as appropriate
  • Manage the team and individual performance, technical and skills development
  • Encourage open communication between team members, suggesting and driving forward ideas about how the team can work more effectively together
  • Cascade business objectives and targets to the team
  • Review daily priorities and take appropriate action to ensure results are achieved
  • Ensure high quality, up-to-date documentation exists for all service arrangements

 

Candidate Profile:

  • Experience leading and developing a support team
  • Previous experience in a Service Provider or Managed Service business
  • Able to juggle priorities to meet deadlines without cutting corners
  • Follow up on and take responsibility for unresolved issues or escalations
  • Experience of driving change initiatives in a service environment
  • Experienced and conversant in Service Level Agreements and Operational Schedules
  • Able to develop effective relationships internally at a variety of levels and work closely with commercial departments such as product development
  • Effective interpersonal and communication skills
  • Experience improving and developing the knowledge & skills of others
  • Able to work on own initiative to develop the team