Support Manager Job Description Template
Our company is looking for a Support Manager to join our team.
Responsibilities:
- Escalate and highlight operational risks and issues that exist to achieving customer and/or team outcomes to management;
- Manage and lead resolution of non-technical Managed Service-related conflicts with clients. Proactively manage issues and own outcomes;
- Willingness to be flexible in standard working hours – possible 7am start of day to possible 7pm end of day;
- Where required, update and manage tickets and incidents using Managed Services tools, to ensure ticket accuracy, completeness and achievement of SLAs;
- Assign tasks to Engineers in the team suitable to their skill level and the complexity of work to help build capability;
- Where required, participate in Managed Services pre-sales task, providing capability consultation;
- Prepare (or ensure preparation of) Customer monthly report in advance of meeting and conduct customer monthly conference calls;
- Where required, ensure effective hand-over of Incidents between teams and/or regions.
Requirements:
- Experience as a Technical Project Manager, demonstrable experience locally managing off-shore teams where the end-customer is in a different country;
- Excellent communication (verbal, written and interpersonal) and presentation skills;
- 3-5 years’ experience working directly with customers in IT Services or Support;
- Experience with various operating systems, networking and Infrastructure deployments (cloud and on-premise);
- Outstanding communication and performance under pressure;
- Strong organizational, multi-tasking, and time-management skills;
- Experience with establishing monitoring solutions to deliver proactive outcomes for customers;
- Ability to build and maintain strong relationships team members, customers and 3 rd parties;
- Ability to develop action plans to address operational deficiencies and ensure effective implementation;
- Ability to coach and mentor other team members;
- Ability to prioritize workloads with multiple conflicting deadlines and manage unexpected high importance problems;
- 3+ years’ experience in Managed Services and is familiar with Managed Service practices.