Technical Support Manager
6.0/10
Sber
Not specified
Office / on-site
mid
1 day ago
supporttechfintechaiITSMService DeskJiraZendeskOTRSWindowsLinuxMacOS
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Description
What you'll do
- •Organizing the work of the technical support department 16/5: task setting, control of execution, implementing solutions to improve employee efficiency.
- •Developing proposals to improve the support service, including calculating needs for technical and personnel resources.
- •Forming and developing the team: training, motivation, engaging employees in company processes.
- •Regular reporting on the department's performance.
- •Controlling the process of handling incoming requests and timely execution of user inquiries (SLA).
- •Interacting with related departments to establish the process of handling and executing requests (KB, Infrastructure, HR, Document Management, Development, etc).
- •Organizing VIP technical support.
- •Preparing and updating technical documentation, user instructions, internal regulations of the team.
- •Creating and updating the user knowledge base.
- •Adapting new employees.
- •Interacting with users, protecting their interests, establishing remote service through various channels (calls, chats, AI agents).
- •Solving complex and non-standard situations arising during support.
- •Updating the catalog of request templates.
- •Accounting, inventory, control, and timely servicing of the company's IT assets (printers, ARMs, modems, tablets, licenses, etc).
- •Interacting with contractors providing communication services, equipment supply, and maintenance. Controlling monthly payment deadlines and contract expiration dates.
- •Preparing technical documentation for software and equipment procurement.
- •Organizing quarterly and annual company video conferences.
Requirements
- •Higher technical education.
- •Experience in managerial positions in technical support for at least 3 years.
Ability to form a team from scratch, train employees, control their work and efficiency (KPI).
- •Experience with ITSM/Service Desk systems (Jira, Zendesk, OTRS, etc).
- •Ability to establish request processing (SLA) and remote service processes.
- •Understanding of network principles, OS Windows, Linux, MacOS, hardware, basic administration skills.
- •Deep knowledge of modern technologies, software, and hardware.
- •Confident use of automation, analytics, and reporting tools.
- •Knowledge of information security basics and digital hygiene.
- •Negotiation and conflict resolution skills.
- •Leadership qualities, ability to motivate and develop the team.
- •Stress resistance, ability to make decisions in uncertain conditions.
- •Analytical thinking, ability to quickly find and process information.
- •High degree of responsibility and result orientation.
- •Instrumental proficiency in AI for analysis, generation, and automation.
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