Technical Support Manager
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Job Description
Manage a remote team of Tier 1 Support Engineers and Technical Experts for Indigo. Oversee team activities, compliance, and provide services across various business systems and applications.
Responsibilities:
- Manages a team of individual contributors and/or supervisors with well-defined, limited scope, overseeing day-to-day activities, with fairness and consistency in a timely manner, ensuring compliance with the organization’s policies and procedures.
- Defines the scope of work of teams providing remote (offsite) service, customer access, pre-sales, post-sales, or service delivery to address a range of business systems and applications issues for customers.
- Provides services across standard, specialized, or complex systems, and may take on roles involving project leadership, management, sponsorship, or participation.
- Engages in setting up performance objectives, assembling project teams, resource allocation and ensuring the successful execution of diverse technical systems and processes.
- Collaborates with cross-functional teams to identify and implement process improvements and policy development, also actively engaging in their design and implementation.
- Guides the team in defining program objectives and KPIs and setting expectations for implementation across various business groups, fostering creativity and motivation.
- Develops budgets with significant input from higher-level managers and ensures project adherence to budgetary constraints.
- Acts as subject matter expert, identifies opportunities for process improvement and policy development and recommends changes in alignment with business tactics and strategy.
- Performs talent management responsibilities including recruitment, performance management, coaching and career development.
Requirements:
- Four-year or Graduate Degree in any area, or any other related discipline or commensurate work experience or demonstrated competence.
- Typically has 7-10 years of job-related experience or 3-5 years of management experience, preferably in remote support, telephone support, technologies and customer environments, or a related field.
- Preferred Certifications: ITIL Certifications
Benefits:
- Equal Opportunity Employer (EEO)
- Career development opportunities
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