Key Responsibilities:
- Manage Technical Teams: Lead, support, and coordinate remote, field, and hardware technicians, ensuring high-quality service delivery.
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Staff Training & Development: Provide training for new hires and current team members, ensuring technical skills stay up-to-date.
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Task Prioritization & Triage: Efficiently assess and assign priorities for incoming technical issues.
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Tech Dispatch & Scheduling: Dispatch technicians and create effective schedules to meet service demands.
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Ticket Auditing & Quality Control: Conduct audits and quality checks for service tickets to ensure accuracy and resolution effectiveness.
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Ticket Escalation Management: Triage and manage escalated technical issues as needed.
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Operational Efficiency: Continuously improve workflow processes and technician productivity.
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Reporting: Maintain detailed documentation and provide insights on ticket performance and service quality.
Minimum Qualifications:
- Tier 1 technical knowledge, including basic troubleshooting and hardware/software understanding
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Proven experience in managing technical support operations
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Strong leadership and team-building skills
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Excellent communication, scheduling, and prioritization abilities
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Passion for quality service and operational improvement
If you're a passionate and results-driven leader ready to take on a pivotal role in technology operations, we’d love to hear from you!
To Apply:
Submit your resume and a brief cover letter outlining your relevant experience and leadership philosophy.
