Senior Technical Support Manager

As a Technical Support Manager at Cab Treasure, you will be responsible for overseeing and managing a team of technical support personnel, ensuring the effective delivery of technical support services to both local and international clients. You will play a pivotal role in team management, service delivery, customer relationship management, and process improvement within the technical support department. This position requires a strong technical background, excellent communication skills, and a proactive approach to problem-solving and team development.

Key Responsibilities

Team Leadership & Development:

• Lead, manage, and mentor a team of technical support consultants, providing guidance, setting performance goals, and conducting performance evaluations.
• Lead recruitment efforts and onboarding of new team members, fostering a culture of accountability, continuous learning, and service excellence.
• Provide ongoing training to ensure team proficiency in troubleshooting methodologies and technical skills related to Cab Management System applications.
• Manage staff scheduling to ensure adequate coverage, including after-hours and on-call support, for 24/7 operations supporting international clients.
• Oversee the day-to-day operations of the technical support team.
• Monitor ticket queues and workload distribution to optimize response times and resolution rates.
• Ensure proper escalation procedures are followed for incidents requiring Level 3 support and collaborate with development teams to resolve complex issues.
• Maintain high standards of customer satisfaction through quality service delivery and effective communication with customers.
• Develop and enforce standard operating procedures and methodologies for technical support.
• Monitor the quality of customer interactions through ticket reviews and identify opportunities for process improvements and automation to enhance efficiency.
• Ensure accurate documentation of incidents, resolutions, and known errors in the knowledge base for recurring issues.
• Analyse support metrics and dashboards to identify performance gaps and improvement opportunities.
• Drive root cause analysis for recurring incidents and implement preventive measures.
• Generate and analyse reports on technical support performance, including customer satisfaction, response times, and ticket resolution rates, to guide decision-making.
• Ensure compliance with organizational policies, security standards, and regulatory requirements.
• Serve as the point of escalation for complex or critical customer issues, managing customer relationships and ensuring satisfactory resolutions.
• Engage with customers to understand their technical problems and deliver effective solutions, providing remote and potentially onsite support as required.
• Build and maintain strong relationships with key customers to foster trust and long-term satisfaction.
• Collaborate closely with other departments, such as product development, quality assurance, and sales, to ensure effective cross-functional communication and resolution of customer issues.
• Provide insights into customer issues and contribute to the overall improvement of products and services.

Requirements

• Education: Bachelor's degree in Computer Science, Information Technology, or a related field.
• Experience:
• Minimum of 3 years of progressive experience in technical support or IT helpdesk operations.
• Minimum of 2-3 years of experience supervising or managing technical support teams in a help desk or service desk environment.
• Experience working in high-volume, metrics-driven support environments.