Associate Manager - Support Services

Synectics Inc.

7 years

0 Lacs

Pendurthi Andhra Pradesh India

Posted:1 month ago| Platform:

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Skills Required

support development data management audits analyze metrics leadership training onboarding networking tcp ip vpn routing switching linux macos virtualization aws azure vmware zendesk servicenow certifications

Work Mode

Remote

Job Type

Full Time

Job Description

Job Title: Associate Manager - Technical Support Services Location: Vishakhapatnam (Vizag) (Night Shift: 5:00 PM IST - 3:00 AM IST) Experience: 7+ years in technical support or related field; 2+ years in managerial roles Job Summary We are seeking an experienced and proactive Associate Manager to lead a team of Technical Support Agents. This role focuses on delivering high-quality customer support, efficient ticket resolution, team development, and operational excellence. You will coordinate with cross-functional teams and utilize data-driven insights to optimize support services. Key Responsibilities Supervise and mentor a team of 25+ technical support agents Oversee ticket management, ensuring timely and effective resolution Conduct ticket audits, performance reviews, and regular one-on-ones Analyze support metrics and present KPIs to leadership Coordinate with internal teams on escalated issues Facilitate training, development, and onboarding for new hires Technical Skills (Preferred) Networking (TCP/IP, VPN, firewalls, routing/switching) Remote desktop and OS support (Linux, MacOS, Windows) Cloud and virtualization technologies (AWS, Azure, VMWare) Familiarity with ticketing tools like Zendesk, ServiceNOW Qualifications Bachelor's degree or equivalent experience Certifications such as CompTIA Network+, Linux+, or CCNA are a plus Show more Show less

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