support service manager

Teamware Solutions is seeking a dedicated Support Service Manager to lead and optimize our IT support operations. You'll be instrumental in overseeing the delivery of high-quality technical support services, managing support teams, and ensuring customer satisfaction and efficient resolution of issues, directly impacting our operational excellence.

Key Responsibilities

• Lead, mentor, and manage a team of IT support professionals, fostering a culture of exceptional service delivery and continuous improvement.
• Oversee the daily operations of the support desk, ensuring adherence to Service Level Agreements (SLAs) and operational targets.
• Develop, implement, and refine IT Service Management (ITSM) processes for incident, problem, request fulfillment, and knowledge management.
• Monitor key performance indicators (KPIs) and metrics, identifying trends and areas for service improvement.
• Act as an escalation point for complex technical issues and dissatisfied customers, ensuring timely and effective resolution.
• Manage customer relationships, gathering feedback to enhance service quality and proactively address concerns.
• Implement and manage support tools and technologies (e.g., ITSM platforms, monitoring systems) to streamline operations.
• Contribute to budgeting, resource planning, and strategic initiatives for the support services department.

Qualifications

• Proven experience as a Support Service Manager or a similar leadership role in an IT support or service desk environment.

Skills Required:

• Strong leadership and team management skills, with a proven ability to motivate and develop technical staff.
• In-depth knowledge and practical experience with IT Service Management (ITSM) frameworks, particularly ITIL.
• Proficiency in managing and utilizing ITSM platforms (e.g., ServiceNow, Jira Service Management).
• Excellent customer service, communication, and interpersonal skills for effective stakeholder engagement.
• Strong analytical skills to interpret performance metrics and identify service improvement opportunities.
• Ability to manage multiple priorities, work under pressure, and drive continuous service enhancements.
• Basic understanding of IT infrastructure (networks, servers, applications) and common technical issues.

Preferred Skills:

• ITIL certifications (e.g., ITIL Foundation, Service Operations).
• Experience with major incident and problem management processes.
• Knowledge of automation tools for support processes.
• Familiarity with quality management systems.