Technical Services Manager
RemoteUnited States
Job Summary
Manage resolution of incidents related to outages or major disruptions where a coordinated effort is needed to achieve timely recovery. Lead post-resolution analysis to identify root causes and oversee permanent remediation activities. Manage complex incidents escalated from Technical Support Level 2 and other resolver teams. Create and publish knowledge articles to assist teams during incident resolution. Identify opportunities to improve service delivery and communicate with technology teams to implement changes. Requires 5+ years' experience in providing technical support and strong analytical skills. The Level 3 team delivers best-in-class technology support, focusing on Outage Management, Problem management, and incident escalations.
Required Qualifications
- Excellent communication skills
- Strong in-depth technical experience
- Knowledge of IT products and services
- Excellent organizational skills
- Ability to prioritize
- Ability to work in a fast-moving environment
- Multi-tasking ability
- Adaptability to changes quickly
- Strong analytical/problem solving skills
- Troubleshooting skills
- Configuration skills
- In-depth knowledge of hardware and software
- Understanding of new systems and technologies
- Technical know how of IT products and services
- Excellent communication and customer service skills
- 5+ years' experience in providing technical support
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