Technical Support Director

4 days ago

Chatswood, Australia beBeeLeadership Full time $120,000 - $130,000
Job Title: Technical Support Director

The Technical Support Director plays a key leadership role in ensuring the effective management and delivery of technical support services to our customers.

This position requires a strong background in IT operations, with experience in managing teams and developing operational policies and procedures.

  • Develop and implement strategies to improve technical support performance, identify trends and problems, and develop proactive solutions.
  • Lead, supervise, and monitor the technical support team, ensuring rapid resolution of operating issues, minimizing downtime, and maintaining service levels.
  • Collaborate with other teams to escalate and resolve complex issues, and provide advanced troubleshooting and problem resolution for IT infrastructure, hardware, software, telecommunications, and business applications.

Key Responsibilities:

  • Manage and develop the technical support team, including hiring, training, performance appraisals, and staff development.
  • Develop and oversee technical documentation and standard operating procedures.
  • Regularly assess and update operational procedures based on evolving business needs.
  • Conduct detailed analyses of technical support performance, identifying trends, problems, and improvement opportunities, and reporting findings to management.

Requirements:

  • Strong leadership skills and experience in managing teams.
  • Excellent communication and interpersonal skills.
  • Ability to analyze complex technical issues and develop effective solutions.
  • Experience in developing and implementing operational policies and procedures.

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