SSBG – IT Solutions is hiring a Technical Support Dept Manager for our growing Technical support group in Shanghai.The Tech Support Dept Manager is a key member of the management team and will report to the China GM.He will be responsible for developing and leading a dynamic group of support technicians of varying skill levels and experience to support, upgrade and maintain the IT systems of more than 125 small to medium multinational customers in China.
Responsibilities
Build and motivate a team of Tech Support engineers by planned staffing, performance coaching, career planning and skills development.
Organize and improve the support processes and service delivery of the Tech Support group as a whole.
Resolve employee issues and motivate the support team to meet long-term management goals..
Improve Dept efficacy by highlighting problem areas and recommending change in tools, training, processes, reporting, and employee/team assignments.
Facilitate customer resolution for escalated calls and ensure that incoming assignments are correctly routed or escalated within the Tech Support teams.
Report operational achievements and progress to the operations manager on a weekly basis – full detailed reporting on a quarterly basis.
Work with other Dept managers to ensure operational consistency and improvement.
Maintain a mindset of Continuous improvement, in terms of efficiency or support processes, customer satisfaction, training, and the application of tools for monitoring, management and optimization.
Develop a strong relationship with the Sales and CS dept to retain and increase support service agreement sales.
Develop and manage Support team projected requirements and team targets.
Coordinate Technical support /advice for the other operation teams within SSBG.
Job Requirements
Must have a good understanding of a “Services Business” in a tech support environment, from a supplier or integrator’s point of view.
Excellent analytical and problem solving skills, combined with the ability to provide quick options for resolution.
Must be a self-starter, and a firm believer in Teamwork, Collaboration, Adaptability and Initiative.
Experienced in coaching and staff development
Education College Degree / Masters Preferred –
Language skills
Fluent English verbal and written.
Basic Chinese (Mandarin)
Experience
5+ Year in Technology related field
2+ Years exper managing small teams or other technical staff.
1+ Years Project Experience
Essential Skills & Attributes
Demonstrated exper with 2 or more different types of IT systems.
Proactive, assertive, and detail orientated.
Training / Presentation
Scheduling, Planning & Organization
Prof Writing and Reporting skills (English)
Please submit your resume directly; apply to discuss additional terms and benefits.
