Lead Specialist - Technical Management Support
Date:
Jan 16, 2025
Location:
Cairo, EG
Company:
Midis Group
Vendor:
VMware
Req ID:
1180
Job Title
Lead Specialist - Technical Management Support
Job Scope
The Lead Specialist - Technical Management Support is accountable for overseeing a team of Support Engineers, ensuring efficient workload distribution, adherence to SLAs, and high levels of customer satisfaction. S/He optimizes processes, enhances team performance, and maintains strong stakeholder relationships.
Main Duties and Responsibilities
- Participate in strategic planning for the support organization, contributing insights and recommendations to improve service delivery and support capabilities;
- Handle escalated customer issues promptly and effectively, maintaining a high level of customer satisfaction and loyalty;
- Supervise a team of Technical Support Engineers, providing guidance, mentoring, and performance feedback to foster a high-performing team culture;
- Track team performance metrics and key performance indicators (KPIs), analyze trends, and prepare regular reports for management review;
- Monitor and manage the team's workload, ensuring timely resolution of customer issues and adherence to service level agreements (SLAs);
- Foster a positive work environment that encourages teamwork, collaboration, and continuous learning;
- Identify and implement training programs and initiatives to enhance technical skills, customer service capabilities and align with organizational goals and industry standards;
- Ensure compliance with the vendor guidelines, standards, SLAs and policies and procedure;
- Maintain strong relationships with all external and Internal stakeholders, partners and vendor;
- Develop and implement support processes, workflows, and best practices to improve operational efficiency and optimize customer support delivery.
Position Requirements
Education
Bachelor’s degree in Computer Science, Information Technology, or a related field.
Experience
At least 5 years of relevant experience in Virtualization technologies.
At least 2 years of experience in a managerial position.
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