Technical Support Manager (Contact Center Operations)

Technical Support Manager – Contact Center Operations (Bangalore)

Location

Experience

Summary

Technical Support Manager

Key Responsibilities

• Be a game-changer for Lenovo’s commercial customers by improving warranty and support experiences.
• Drive initiatives to enhance

  Customer Experience

  (CX), including metrics like

  First Call Resolution

  ,

  Repeat Dispatch Rate

  ,

  Fix on Phone

  , and

  Turnaround Time (TAT)

  .
• Lead capacity planning, hiring, and training in collaboration with business operations to ensure optimal workforce deployment.
• Handle critical customer escalations and interface with other service towers to ensure timely resolution.
• Design and implement support processes, tools, and systems to enhance technical support efficiency.
• Track performance and develop dashboards or KPIs to assess support effectiveness.
• Mentor and develop the support team—focusing on both technical upskilling and professional growth.

Required Qualifications & Experience

• Education

  : Bachelor’s degree in Information Technology or a related discipline.

• Experience

  :
• 10–15 years in the IT service industry.
• Minimum 8 years in technical support management, including people leadership.
• Proven experience in managing

  contact center (voice + non-voice)

  support functions.
• Experience in managing

  remote support teams

  and service delivery operations.

Technical & Functional Skills

• Strong troubleshooting knowledge across IT hardware and software environments.
• Ability to analyze

  Annual Failure Rate (AFR)

  and drive actions to improve product reliability.
• Experience in performing

  Quality & Failure Analysis

  and conducting training to reduce warranty cost.
• Knowledge of notebook/laptop technologies and ability to simplify technical concepts for teams/customers.
• Hands-on experience with CRM/Incident tracking tools (e.g.,

  MSD CRM

  ,

  Oracle RightNow

  ).
• Strong data orientation—able to build, interpret, and act on support metrics/KPIs.
• Experience in high-volume support environments for enterprise or service provider clients.

Behavioral Competencies

• High customer obsession and ownership mindset.
• Strong analytical and problem-solving skills—able to thrive in ambiguity.
• Proactive, action-biased approach. Doesn't wait to be asked—takes initiative.
• High personal integrity, commitment, and willingness to go the extra mile.
• Excellent communication and interpersonal skills.
• Team player who builds trust and delivers consistent results.

Bonus if:

• You’ve worked in

  warranty service delivery

  or a

  tech support BPO

  setting.
• You've implemented

  automation

  ,

  chat support

  , or

  AI-enabled tools

  in a support environment.