Technical Support Manager Responsibilities includes but not limited to the following: Manage the day to day operations for a Technical Support Center on a 24x7 basis Assure that customers are receiving consistent excellent customer service Maintain high levels of customer satisfaction for the support services provided as well as making improvement to the customer satisfaction level Responsible for managing and establishing time lines, delegate tasks, monitor progress, and maintain effective communication with Technical Support Coordinators (TSCs) and Systems Engineers (SEs) Review, recommend, and implement new work procedures that result in efficient, streamlined processes for the support group Ensure the overall technical infrastructure and support services effectively address the customer's support services requirements Strategizing short and long-term planning to align with projected business needs Managing and developing assigned TSCs and SEs including hiring, training, supervising, coaching, mentoring and performance management Planning and prioritizing team workloads to meet deadlines, while managing and reporting the status on multiple priorities and deadlines; and contributing to long range planning and budget discussions Formulate business strategy to generate revenue for the support services group by planning for support service packages, etc Responsible to ensure the support group successfully generates consistent revenue stream Light-to-moderate traveling to customer's location Qualifications required: MUST HAVE 4+ years call center management experience or technical supervisory experience inclusive of coaching, mentoring, supervising daily team activities, performance management and evaluations, hiring, terminations, etc MUST POSSESS a Diploma / Advanced Diploma / Higher Diploma, Bachelor's Degree or Professional Degree in Computer Science or Computer/Electrical Engineering or any related fields MUST HAVE industrial certification such as Microsoft Certified Systems Engineer (MCSE), etc Skills required: MUST POSSESS proven ability to collaborate with other non-technical groups MUST possess excellent oral / written communication, organizational, interpersonal and presentation skills MUST possess excellent organizational skills - ability to prioritize and manage schedules MUST HAVE the ability to develop, implement and enforce policies and procedures that promote customer satisfaction MUST HAVE experience in helpdesk related system such as Remedy, etc MUST HAVE experience with knowledge base creation and process efficiency MUST HAVE experience in managing services with Service Level Agreement (SLA) MUST BE critical to details Added advantage: Experience developing and maintaining policies and procedures as they relate to infrastructure support and regulatory controls Six Sigma process experience Familiarity with Sarbanes-Oxley, BS 7799, ITIL or ISO/IEC 11179

BUMIPUTERA candidates are strongly encouraged to apply.

To apply, please e-mail your resume to info@e-matrix.com.my