Hiring Technical Support and Services Manager

Responsibilities

• Manage and triage incidents and service requests assigned to team queues  


• Possess or quickly gain detailed knowledge of the work done by the application development teams


• Develop and mentor the team to transition from a L1/L2 to a L2/L3 support skill level 


• Verify that all requirements, incident details, sample data, and other supporting information are provided with each incident or service request submitted 


• Assign tickets to team members based upon current workload, subject matter, complexity, expected delivery date, and resource availability


• Help to manage overall prioritizations between production incidents/problems and releases


• Track progress of assigned tickets with a focus on meeting delivery deadlines and SLA’s  


• Track and report on metrics for tickets assigned to and handled by the Application Support team 


• Provide data and reporting of KPI’s and trends to Management in ad-hoc, weekly, monthly and as needed


• Manage the day-to-day activities of the applications support team, providing them guidance and direction as necessary  


• Serve as a point of escalation for customer incidents; ensuring the appropriate resources are engaged for timely action and proper traction


• Manage on-site support services as required


• Manage the online FAQ and support article knowledgebase


• Manage the process of communicating new software updates and releases to customers


• Determine root cause of issues and communicate appropriately to internal and external customers   


• Manage Operating Systems, software support for enterprise business applications   


• Manage UAT and Production changes made in accordance with lifecycle methodology and risk guidelines   


• Direct and manage the delivery of application, systems, and application security   


• the onboarding and offboarding of all new versions across products   


• Develops Service and Business Level Agreements to set expectations and measure performance.   


• Advise management on situations that may require additional client support or escalation.   


• Follow up with customers to identify areas of improvement   


• Manage vendor relationships with key partners, and service providers internal and external