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Technical Operations Manager
2 weeks ago
This leadership role is responsible for supervising and managing the activities of IT support staff. As a Technical Support Lead, you will be involved in evaluating and developing support policies and procedures, providing guidance to support staff, and contributing to management decision-making processes.
The ideal candidate will have significant experience in IT support, strong leadership and people management skills, and the ability to communicate effectively with all levels of an organization.
- Lead and supervise the technical support team to ensure rapid resolution of operating issues, minimize downtime, and maintain service levels.
- Develop and oversee technical documentation and standard operating procedures to support business operations.
- Assess and update operating procedures regularly to meet evolving business needs.
- Analyze technical support performance, identifying trends, problems, and improvement opportunities, and report findings to management.
- Provide advanced troubleshooting and problem resolution for IT infrastructure, hardware, software, telecommunications, and business applications.
- Collaborate with other support teams to escalate and resolve complex issues.
- 7+ years of IT support experience.
- Bachelor's degree in Engineering, Computer Science, or equivalent experience.
- Strong technical writing, documentation, and SOP development skills.
- Ability to troubleshoot complex hardware, software, and infrastructure issues.
- Excellent leadership, communication, and customer service skills.
