Head of Support - IT Infrastructure

Job Description : You will be responsible for developing and implementing strategies, managing a team of support professionals, and driving continuous improvement in our support operations. Responsibilities : - Lead and manage a team of support professionals, providing technical assistance and resolving issues for customers. - Develop and implement comprehensive support policies, procedures, and service level agreements (SLAs) to guarantee timely and effective issue resolution. - Define and monitor key performance indicators (KPIs) and metrics to assess and improve the performance and efficiency of the support team. - Establish clear escalation procedures, implement efficient incident management processes, and develop a comprehensive knowledge base system to streamline support operations and enhance customer satisfaction. - Collaborate closely with cross-functional teams like product development, engineering, and sales to integrate customer feedback, ultimately driving continuous improvement of products and services. - Foster a positive and productive work environment for the support team by providing leadership, coaching, and mentorship. - Act as the primary point of contact for major incidents, escalated customer issues, and complaints, ensuring prompt communication and resolution. Requirements : - Bachelor's or Master's degree in Computer Science, Information Technology, or a related field. - Proven experience in a leadership role overseeing customer support, technical support, or help desk operations (minimum 5 years). - Deep understanding of support processes, incident management methodologies, and best practices in customer service. - Exceptional communication, leadership, and interpersonal skills with the ability to build strong relationships with customers and stakeholders. - Familiarity with support tools, ticketing systems, and CRM (Customer Relationship Management) software. - Proven ability to manage teams, drive performance improvements, and achieve results in a fast-paced environment. Technical Skillset : - Proficiency in a ticketing system (e.g, Zendesk, Freshdesk)Experience with a CRM platform (e.g, Salesforce, HubSpot) - Working knowledge of IT infrastructure and operations (a plus) Preferred Skills : - Certification in IT service management (e.g, ITIL Foundation) - Experience with support automation tools, self-service portals, and AI-powered support solutions (ref:hirist.tech)

Location: Delhi, IN

Posted Date: 4/24/2024