An Assistant Tech Support Manager is staying on top of day-to-day operations and maintaining cohesion in the workplace.

 

·       Schedule regular performance review meetings to discuss achievements, areas for improvement, and career development.

·       Provide constructive feedback and work collaboratively to create action plans for improvement.

·       Foster open communication with customers through surveys, feedback sessions, and regular check-ins.

·       Train employees in excellent customer service and encourage a customer-centric mindset.

·       Develop a standardized process for addressing and resolving concerns. Communicate transparently about the resolution process and timelines.

·       Implement a customer complaint resolution process that includes investigation, communication, and appropriate remedies.

·       Regularly review customer feedback to identify recurring issues and implement preventive measures.

·       Continuously evaluate and improve management processes based on feedback and performance metrics.

·       Monitoring service metrics and analyzing customer feedback to identify areas for improvement and implement corrective actions.

·       Regularly reassess and adjust your strategies to ensure they align with evolving business goals and industry standards.

·       Skills in creating detailed reports and presenting findings to stakeholders clearly and concisely.

 

 Work collaboratively with Linux Administrators Level 1, Level 2 and Supervisors to resolve more complex issues.

 

·       Bachelor's degree, Information Technology, or a related field (or equivalent work experience).

·       Minimum of 8 years of technical support experience with managing a team of technical support personnel

·       RedHat Certified System Administrator (RHCSA) Certification.

·       Hands on experience on Docker and Ansible.

·       Good Knowledge of ticketing tools like Jira, ServiceNow and Zendesk.

·       Problem-Solving Abilities: Strong problem-solving skills to identify, diagnose, and resolve operational issues efficiently.

·       Knowledge of Monitoring tools such as Grafana

·       Excellent Communication skills & Interpersonal skills.

·       Decision-making and problem-solving abilities.

·       Should have good analytical skills

 

·       ITIL Certification

·       Excellent communication skills and ability to effectively communicate technical information to team members.

·       Strong organizational and time management skills, with the ability to prioritize tasks and meet deadlines in a fast-paced environment.

·       Excellent leadership and people management skills.