Support Manager Senior Level

Job Description

Location: Kathmandu

Contract Period: 3 Months

Job Role

• Manage a helpdesk and support team providing technical support to end users 

• Manage and coordinate officers (L2) deployed for support at geographic locations to ensure that support SLA’s are maintained.
• Properly prioritize requests to 
maintain support service levels.

• Develop escalation processes to 
ensure complex issues are handled 
correctly 

• Manage issue tickets and close out tickets in a timely 
manner 

• Evaluate results and recommends 
changes improving the performance of the support desk
• Provide regular report updates of support desk performance
• Facilitate continuous training to support staff to ensure that they are upto date.
• Manage the application knowledge bases (FAQ’s, User manuals, Troubleshooting manuals etc) and make them available to the clients.
• Conduct regular scheduled meeting with stakeholders and brief them on the status of the support centre.

 

Job Specification

Qualification and Experience

• Bachelor's Degree or other relevant Post Graduation degree in IT
• 3-5 years’ experience in IT Service desk environment 
• Excellent communication and leadership skills 
• Experience managing service desk operations 

 

 

Contact:

nuwangirw@yahoo.com

+94 - 0771074049

 

This Job is expired. The Company is no longer accepting applications for this position.