Technical Support Manager  

The Technical Support Manager is responsible for the day-to-day operation of the organization’s computer systems and network, ensuring 24/7 operation of systems and when problems arise, effecting quick and permanent solutions.

• Direct and coordinate a team of Tech Support specialists/help desk technicians
• Prioritize IT-related problems as they come in to Help Desk and escalate when necessary
• Assign problems/tasks to Tech Support specialists
• Regularly analyze and review logs to determine if problems are imminent and develop solutions before they occur
• Analyze situations and determine resources needed to solve them
• Make decisions quickly, often with limited information
• Follow up with customers to gauge their satisfaction with problem resolution; identify tech support problem areas (i.e., negative trends) and, if warranted, implement corrective actions
• Ensure ongoing training for tech support staff; advise tech support staff on career planning; maintain and analyze training records

• Must have at least 5 years of experience in Technical Customer support.
• Must have excellent verbal and written communication skills
• Must have strong analytical and organisational skills.
• Someone with a positive, take-charge attitude.
• Someone with appropriate project management and/or tech support management certification.
• Experience as a team leader in any area of IT
• Languages other than English and Filipino
• Ability to work well with international clients are essential
• Technical product development
• Business Oriented
• Knows to package the products
• Troubleshooting and Technical Skills