Technical Support Manager Job in Knoxville 37922, Tennessee US
Role: Technical Support Manager
Responsibilities:
Manage a team of 4 to 5 Technical Support Engineers (tier 2 and 3 level support)
Develops and implements methodologies to improve end user satisfaction and the productivity of the staff.
Coaches, motivates, prioritizes and monitors projects to ensure that all deadlines are met.
Designs and enforces escalation policies and procedures for call handling and resolving end user issues. Standardizes operations and coordinates activities, training, documentation and procedures to ensure efficient and consistent operations.
Working with vendors to manage the inventory deployment, maintenance, support and update of desktops, laptops, hardware, software, operating systems and printers.
Coordinates and / or performs desktop maintenance including the installation and update of software, designated installation hardware, file backup, system configuration and applications.
Develops metrics to evaluate performance and provide regular reporting to IT and Executive Management.
Acts as advisor to subordinates to meet schedules and / or resolve technical probems
Develops and administers schedules and performance requirements
Requirements
Several years prior technical support / helpdesk experience with a working knowledge of troubleshooting and information gathering tools
3+ years of managing a technical support team (tier 2 and tier 3)
Technical knowledge of computer software
Experience working with outside vendors
Must have excellent customer service, phone, computer and technical support skills