Technical Support Manager (Contact Center Operations)

As a Technical Support Manager in Bangalore, India, with 10-15 years of experience (including 8+ years in technical support leadership), you will oversee Lenovos technical services for commercial customers in India. Your role will involve collaborating with various technology and service teams to ensure top-notch support, driving operational excellence, and establishing a high-performing support function. Your primary responsibilities will include revolutionizing the support experience for Lenovos commercial customers by enhancing metrics like First Call Resolution, Repeat Dispatch Rate, Fix on Phone, and Turnaround Time (TAT). You will lead capacity planning, recruitment, and training efforts in conjunction with business operations to optimize workforce deployment. Additionally, you will manage critical customer escalations, engage with other service towers for prompt issue resolution, and implement efficient support processes, tools, and systems. To excel in this role, you should possess a Bachelor's degree in Information Technology or a related field along with a solid background in the IT service industry. Your experience should encompass technical support management, particularly in contact center environments, and managing remote support teams and service delivery operations. Proficiency in troubleshooting IT hardware and software, analyzing Annual Failure Rate (AFR), and simplifying technical concepts for teams and customers is essential. Moreover, hands-on experience with CRM tools like MSD CRM and Oracle RightNow, as well as a data-driven mindset to interpret and act on support metrics/KPIs, will be advantageous. As a successful Technical Support Manager, you should exhibit high customer focus, strong analytical and problem-solving abilities, proactive initiative-taking, personal integrity, and commitment to delivering exceptional results. Excellent communication, interpersonal skills, and the ability to foster trust within a team are also key behavioral competencies required for this role. Having experience in warranty service delivery or a tech support BPO setting, as well as proficiency in implementing automation, chat support, or AI-enabled tools in a support environment, would be considered as a bonus.,