Manager I role (Store Technical Support Manager)

Description:

• Manage a team of 4-12 technical staff members.
• Oversee technical support operations whose responsibilities include management, monitoring, alerting and escalations, and documentation of store systems and applications. Responsible for managing and coordinating the technical support team. The main aim for this coordination is to ensure that all store systems run efficiently without interruption.
• Primarily deals with users, customers, vendors, engineers, and the whole technical team and ensures that the systems and technology used are constantly upgraded to remain relevant. Prioritizing and dealing with the issues in a timely manner.
• Comes up with innovative solutions to various technical problems and ensures that customer needs are properly defined and satisfactorily met. Implements and evaluates the working of technical systems and stays abreast of new technologies emerging in the industry.
• Develop key dashboards for transparency of reporting uptime and informing management, partners and peers about store performance and service availability.
• Coordinates the duty shift table for the operations and carefully allocates staff members (support technicians) on different shift duties for ensuring the continued support works in an efficient and effective manner.
• Implement processes for monitoring/ alerting, systems maintenance, and change control, and for automation opportunities.
• Ensure that up-to-date technical documentation exists for all services provided to our teams and take ownership for reporting.
• Identify root cause on severe system issues to plan for future prevention and service improvements.
• Responsible for overseeing all administrative tasks, such as hire, develop, mentor, and train IT staff. Monitor and complete employee reviews, time sheets, expenses, etc.

• Bachelor's degree in a related field or equivalent work experience.
• 7+ years of IT experience, including at least 4-5 years of experience supervising staff.
• 4+ years of working in a 24x7x365 Technical Support Center experience.
• General knowledge of IT networks, ISP services, Routing Protocols, VoIP, Network Management, Hardware and Software.
• Ability to diagnose hardware and troubleshoot technical issues.
• Solid understanding of remote desktop support applications.
• Must have demonstrated project management skills, with the ability to manage multiple priorities.
• Ability to interact with and effectively present information to employees, management, and customers.
• Must be willing to work rotating shifts with overtime required.
• Proven experience with all aspects of incident management lifecycle.
• Demonstrated experience identifying trends derived from incidents and ability to execute the appropriate resolution via Incident Management or Change Management.
• Demonstrated ability to document processes.
• Self-disciplined, self-motivated and the ability to organize and prioritize time effectively.
• Excellent written and verbal communication.