Applications Support Manager

This is a fully remote position, open to applicants in India.

📋 Description

• Oversee and direct the operations of a 24x7 support team across various shifts, including weekends and holidays, ensuring reliable service delivery and team accountability.

• Independently resolve intricate user issues or collaborate with help desk personnel, escalating matters to additional resources as needed.

• Evaluate complex customer challenges, determine their impact, identify possible solutions, and address issues in accordance with established service levels.

• Collect comprehensive information regarding unresolved tier 1 issues and delegate them to suitably qualified professionals.

• Conduct technical troubleshooting and root cause analysis, implementing lasting solutions.

• Gather caller information and ensure that tickets are recorded accurately and promptly in the tracking system.

• Direct unresolved service requests to the relevant support team.

• Foster positive working relationships among help desk team members to enhance workflow and team effectiveness.

• Create strategies for issue resolution and develop contingency plans.

• Communicate with users and help desk analysts to address software and systems incidents.

• Evaluate team performance, identify opportunities for development, and promote continuous improvement in service delivery.

• Work in collaboration with cross-functional partners to contribute to operational excellence across support functions.

⛳️ Requirements

• A bachelor's or master's degree is mandatory.

• A minimum of 9 years of experience in help desk operations, technical support, or IT customer service.

• Proven experience in supporting intricate browser-based applications and client applications.

• In-depth knowledge of Microsoft Office applications.

• Strong problem-solving abilities, with the capacity to research, diagnose, and implement effective solutions promptly.

• Exceptional verbal and written communication skills, enabling effective interaction with both technical and non-technical users at all levels.

• Comprehensive understanding of help desk operations, IT best practices, industry trends, and customer service standards.

• Strong leadership abilities with a knack for managing and motivating team members.

• Experience in overseeing 24x7 operational support environments.

• Background in technical support, IT operations, or a regulated setting.

• Ability to collaborate across teams and communicate clearly with both technical and non-technical users.

• A customer-centric mindset coupled with a keen attention to detail.

• Comfort with help desk systems, ticketing platforms, and browser-based applications.

• Effective time management skills and analytical capabilities to prioritize and address issues efficiently.

• Preferred: experience in managing technical support teams or help desk operations.

• Preferred: familiarity with ITIL frameworks or IT service management methodologies.

• Preferred: experience with ticketing systems and knowledge management platforms.

🏝️ Benefits

• Flexibility.

• Growth opportunities.

• Continuous learning opportunities.

• Career paths and chances to expand skills in technical support and team management.