Technical Service Manager

Designation: Technical Service Manager

Reports to: CTO

Job Location: Chandigarh

Key Skills required:

- Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, SonicWall CSSA, Cisco CCNA, or VMware VCP

- Knowledge and experience in cross-functional management methods and techniques

- Knowledge of IT applications, processes, software, and equipment

- Strong organizational, presentation, and customer service skills

- Skill in strategic planning with an ability to think ahead and plan over a 6-12 month time span

- Skill in planning and preparing written communications

- Skill in leading people and getting results with a strong customer orientation

- Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care

- Ability to multi-task and adapt to changes quickly

- Ability to work in a team and communicate effectively

- Service awareness of all organization’s key IT services for which support is being provided

- Understanding of support tools, techniques, and how technology is used to provide IT services

Essential Duties and Responsibilities:

- Assist the remote service team in design and development tasks

- Mentor remote service team during technical escalations

- Drive problem investigations and resolution as required

- Ensuring that risks are identified, communicated, and mitigated and that services and projects are delivered successfully

- Manage the dispatch process (Connectwise calendar) of service requests to ensure effective ticket prioritization and full utilization of technical resources

- Improve usage of IT Support resources and increase productivity of the team

- Communicate with all parties in a constructive manner to guarantee customer expectations are met

- Interface with appropriate technical personnel for customer problems that cannot be resolved effectively

Ruchy Dev
Human Resources