Technical Support Manager – CLOSED

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