Head of Technical Support Department
5.0/10
deeplay
Not specified
Hybrid
lead
about 1 month ago
May be outdated
supporttechai
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Description
Responsibilities
- •Manage the technical support team: task assignment, workload planning, deadline and quality control.
- •Evaluate labor costs, prepare regular reports on team performance and key metrics.
- •Analyze requests and incidents: identify problem areas, bottlenecks, and recurring incidents, and implement solutions.
- •Manage team effectiveness: work with metrics, initiate and implement improvements.
- •People management: conduct daily meetings, 1:1 sessions, provide feedback, performance reviews, and support individual development plans.
- •Manage service development initiatives: propose and implement improvements that affect support quality and speed.
- •Control and optimize costs related to technical support operations (equipment, licenses, resources).
Conditions
- •Hybrid schedule — work from home or come to a comfortable office.
- •Cozy kitchen with tea, coffee, snacks, and fruits.
- •Sports and lounge areas, shower, table tennis, library with professional and fiction literature, board games.
- •Minimum bureaucracy — we strive to make decisions quickly and in meetings.
- •Flexible business processes that easily adapt to market changes and company needs.
- •Corporate culture with shared values that guide decision-making at all levels.
- •Easy and open communication: you can message any employee, including top management, in the corporate messenger.
- •All the benefits of an accredited IT company.
- •Official employment, vacation and sick leave paid according to Russian labor law.
Requirements
Requirements
- •Experience managing a technical or IT support team of at least 5 people for over 1 year.
- •Experience with performance metrics: ability to define metrics, assess results, identify growth areas, and enhance efficiency.
- •People management skills: goal setting, employee development, motivation.
- •Experience in building and/or improving technical support processes.
- •Confident practical knowledge of PCs: ability to assemble a computer, replace/diagnose components, perform basic hardware diagnostics.
- •Experience with installation and basic administration of Windows and Linux operating systems.
- •Understanding of local network structure: main components and traffic flow.
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