Technical Support Manager

2 weken geleden


Capelle ad IJssel, Zuid-Holland, Nederland i3D Voltijd
About the Role

This position requires a seasoned technical professional to lead our 24/7 Service Desk team in delivering exceptional customer support and technical expertise in cloud infrastructure services.

We are seeking a highly motivated and organized individual with a strong background in ITIL and service management principles to manage our global support operations.

  • Lead and manage a team of technical support professionals to ensure timely and effective resolution of customer tickets.
  • Develop and implement processes to improve service desk efficiency, reduce response times, and enhance customer satisfaction.
  • Collaborate with cross-functional teams to ensure seamless communication and escalation of critical issues.
  • Monitor and analyze customer feedback and support performance metrics to identify areas for improvement.
Requirements
  • 3+ years of experience in a technical support or service desk role, with at least 1 year in a leadership position.
  • Experience managing a 24/7 support team in a high-paced, customer-centric environment.
  • Familiarity with monitoring tools, ticketing systems, and escalation procedures.
  • Strong interest in cloud infrastructure services and technical support expertise.
  • Experience with ITIL or similar service management frameworks is a plus.


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