Teamware Solutions is seeking a dedicated Support Service Manager to lead and optimize our IT support operations. You'll be instrumental in overseeing the delivery of high-quality technical support services, managing support teams, and ensuring customer satisfaction and efficient resolution of issues, directly impacting our operational excellence.
Key Responsibilities
- Lead, mentor, and manage a team of IT support professionals, fostering a culture of exceptional service delivery and continuous improvement.
- Oversee the daily operations of the support desk, ensuring adherence to Service Level Agreements (SLAs) and operational targets.
- Develop, implement, and refine IT Service Management (ITSM) processes for incident, problem, request fulfillment, and knowledge management.
- Monitor key performance indicators (KPIs) and metrics, identifying trends and areas for service improvement.
- Act as an escalation point for complex technical issues and dissatisfied customers, ensuring timely and effective resolution.
- Manage customer relationships, gathering feedback to enhance service quality and proactively address concerns.
- Implement and manage support tools and technologies (e.g., ITSM platforms, monitoring systems) to streamline operations.
- Contribute to budgeting, resource planning, and strategic initiatives for the support services department.
Qualifications
- Proven experience as a Support Service Manager or a similar leadership role in an IT support or service desk environment.
Skills Required:
- Strong leadership and team management skills, with a proven ability to motivate and develop technical staff.
- In-depth knowledge and practical experience with IT Service Management (ITSM) frameworks, particularly ITIL.
- Proficiency in managing and utilizing ITSM platforms (e.g., ServiceNow, Jira Service Management).
- Excellent customer service, communication, and interpersonal skills for effective stakeholder engagement.
- Strong analytical skills to interpret performance metrics and identify service improvement opportunities.
- Ability to manage multiple priorities, work under pressure, and drive continuous service enhancements.
- Basic understanding of IT infrastructure (networks, servers, applications) and common technical issues.
Preferred Skills:
- ITIL certifications (e.g., ITIL Foundation, Service Operations).
- Experience with major incident and problem management processes.
- Knowledge of automation tools for support processes.
- Familiarity with quality management systems.
