Manager- Technical Support(ZISPL Job No 615)

Responsibilities

• Responsible for managing team leads and support engineers from level 1 to level 3.
• Conducts one-on-one meetings with all reporting team members.
• Ensures that all SLA’s are met for customer responses.
• Performance reporting to management on monthly basis.
• Coaches and Develops team members to ensure they perform and meet their career goals.
• Responsible for providing required resources to team members for smooth functioning of the department.
• Works closely with other departments to streamline processes for management.
• Implements required changes in processes and documentation to meet growing departmental requirements.

Qualifications

• Degree or Diploma in Computer Networking, Information Technology, Computer Science or a related technical field
• Minimum 3+ years of technical support management experience and 6+ years of experience as technical support lead.
• Outstanding verbal and written communication skills in English
• Strong problem-solving abilities, Strong team player (i.e. flexible, hard-working, fast-learner, self-motivated, results oriented)
• Knowledge of mobile computing space (Windows Mobile, iOS, Blackberry and Android devices)
• Knowledge of software technologies such as networking and databases
• Any prior experience working with mobile device management solutions is an asset
• Any experience with Microsoft SQL