Technical Support Manager

Purpose:
Lead a team of skilled technicians to provide the first line of support to all desktop, laptop and printing devices. Enhance and develop quality support methods and communications skills through coaching feed-back and other developmental approaches to the technical support team. Assist in the resolution of user and support issues among company sites. Delegate and escalate problems to appropriate individual based on established guidelines and procedures and nature of service request. Acquire and maintain current knowledge of relevant product offerings and support policies to provide technically accurate solutions to customers. Coordinate help desk. Thorough understanding of service request system. Develop, define, and communicate user and technical policies for products supported by the enterprise.
REQUIREMENTS
Required Qualifications:
Experience Requirements:
Bachelor’s degree in computer science or other technical discipline or work equivalent, at least five to seven years of related work experience.
Excellent customer service and interpersonal skills telephone etiquette. Ability to set customer service expectations, standards and develop guidelines, as well as to help others interpret policy. Strong business/technical oral and written communications skills (technical and non-technical). Provides the leadership to a team of technicians who support all users, employing a high degree of customer service, technical expertise, and timeliness. Three to five years of supervisory experience in computer systems or IT support, with technical proficiency in operating systems. Experience in multi-platform environments.

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