Advantmed - Manager - Technical Support

Manager - Technical Support (Ahmedabad, WFO)

About the Job :

We are seeking a Manager - Technical Support to join our team in Ahmedabad. This is a full-time, work-from-office role with a rotational shift. The ideal candidate will be a highly experienced and proactive leader with a strong background in IT service management and a passion for driving customer satisfaction.

Key Responsibilities :

Service & Team Management :

- Oversee all technical support requests, incidents, and problems, ensuring 100% resolution.

- You'll lead, coach, and mentor a team of L1 and L2 Technical Support Engineers to maintain high performance and professional growth.

Operational Excellence :

- Manage 24x5/7 service availability and ensure strict adherence to established SLAs.

- You will be instrumental in establishing and implementing ITIL standards to mature our service delivery practices and processes.

Escalation & Communication :

- Act as the primary escalation point for all complex requests and incidents.

- You'll develop and refine our phone, ticket, and email escalation processes to ensure seamless communication and issue resolution across the organization.

- You'll also manage the communication of outage and emergency activities to all stakeholders.

Project Leadership :

- Lead IT and Support Helpdesk projects from initiation to completion, ensuring they are delivered on time and with high quality.

Compliance & Documentation :

- Maintain comprehensive documentation of IT service desk policies, procedures, records, and reports, ensuring compliance with organizational standards, including ISO, HIPAA, and HITRUST requirements.

Asset & Vendor Management :

- Take charge of IT Asset Management, including procurement, repair, and maintenance.

- You'll also manage vendor relationships to ensure optimal service and support.

Performance & Culture :

- Foster positive relationships with end-users and cross-functional teams to drive customer satisfaction.

- Conduct regular check-ins and performance evaluations for all direct reports, providing coaching, counseling, and disciplinary action when necessary to develop a high-performing team.

Reporting & Improvement :

- Provide detailed data and reports on key performance indicators (KPIs) and trends to the IT department.

- You'll lead deep-dive analyses of support tickets to develop and implement strategies for continuous improvement.

- You'll also review survey feedback to enhance our tools, services, and overall support experience.

Preferred Candidate Profile :

Education & Experience :

- A Bachelors degree in Engineering or a Technical discipline.

- You should have at least 15+ years of total IT experience, with a minimum of 5 years in a managerial role within a corporate IT Helpdesk or Service Desk environment.

Technical Proficiency :

- Strong knowledge of server and desktop Operating Systems, Microsoft 365, networking, firewalls, Windows Active Directory, and Domain Controllers.

- You should have a deep understanding of all PC, laptop, server hardware, and software applications, as well as server maintenance.

Certifications : ITIL Certification is mandatory. Microsoft and Azure certifications are a significant advantage.

Key Competencies :

- Strong leadership capability with the ability to inspire and motivate a team.

- Deep IT troubleshooting knowledge and excellent problem-solving skills.

- Customer-centric mindset with exceptional customer service skills.

- Excellent written and verbal English communication skills.

- A critical thinker who is proactive, creative, and detail-oriented.