Technical Manager is responsible for service delivery, training, and support. He will be managing a team of 5 to 10 people and is accountable for meeting the SLA and customers’ satisfaction.
Supervisory Responsibilities:
● Help hire and trains the "support department" staff.
● Organize and oversee the schedules of IS department staff.
● Provide constructive and timely performance evaluations.
● Ensure proper execution of the workflow processes.
● Improve the workflow processes.
● Monitor the support team’s performance and makes sure every issue is resolved in time.
● Resolve escalated issues and communicates with other departments as needed.
● Manage installation and service delivery projects.
● Utilize the CRM and makes sure all customer support activities are recorded in the CRM.
● Record and mine customer support data and extracts meaningful reports according to the management needs.
● Attend meetings with customers.
● Prepare technical proposals and technical support content as needed.
Requirements
● At least seven years of experience in technical management.
● Practical knowledge in the field of computer networks (CCNA is a plus).
● Deep understanding of ITIL fundamentals (an ITIL Certificate is a plus).
● Hands-on experience in project management (Holding a Certificate is a plus).
معرفی شرکت
شبکه ویدئو کنفرانس ایران، اولین و برترین سرویسدهنده ارتباطات ویدئویی (service provider) در ایران است که ارتباط ویدئویی را بهعنوان مؤثرترین نوع ارتباط بهصورت سرویس و فرا سرویس ارائه مینماید. شوکا این خدمات را همسو با فرآیندهای اجرای امور در کسبوکار یا سازمانها و بر اساس نتایج بررسیها و با مشارکت صاحبان آن، طراحی و ارائه میکند. سرویسهای شبکه ویدئو کنفرانس ایران، سودآور، مناسب برای آسانسازی کسبوکار و افزایش کیفیت کار و زندگی مشترکانش است.