Technical Support Manager l Service & Application

Service and Application Management:

• Develop effective strategies to manage service and application operation.
• Consistently evaluate and enhance the functionality and performance of service and application offerings to meet or surpass the company’s strategic objectives.
• This includes development and management of service contracts, assessment of service quality, improvement of efficiency, and allocation of resources to ensure the desired outcomes are achieved.

Team Leadership:

• Consistently provide professional leadership, mentorship, and ongoing team development.
• Cultivate a growth mindset culture and instill NSW values within the organization.
• Foster team members’ accountability and competencies in managing assigned responsibilities.
• Routinely evaluate the performance of team members, offering guidance and support to enhance the collaborative synergy that aligns with the company’s objectives.

Strategic Synchronization:

• Engage in proactive collaboration with senior management to align service and application strategies at a tactical level, evaluate innovative opportunities for continuous improvement, and drive positive impacts to the business from time-to-time basis.

Resource Management:

• Effectively manage resource planning, encompassing manpower allocation and budgetary responsibilities, to ensure the optimal delivery of service and application outcomes.
• This including hiring, disciplining, training, evaluating organizational and subordinate performance…etc.
• Implement systems to drive data transparency, advocate data-driven decision-making, all in an effort to enhance resource utilization and cost-effectiveness in the organization.

Stakeholder Collaboration:

• Collaborate with stakeholders to uphold high performance standard and ensure the top-notch quality of product deliverables.
• Foster and sustain seamless communication among stakeholders, including clients, vendors, and cross-functional teams to ensure key objectives are synergized and achieved.

Customer Relationship:

• Accountable as the primary point of contact for addressing customer technical challenges, fostering a capable support team to effectively manage customer feedback and address concerns via develop solutions to overcome obstacles.
• Cultivate and sustain robust customer relationships by gaining customer respect, ensuring satisfaction, and nurturing long-term loyalty.

Performance Evaluation:

• Evaluate the performance of the service and application team, setting and monitoring KPIs.
• Provide feedback and conduct performance reviews to drive individual and team growth.

Compliance and Security:

• Ensure that all service and application activities adhere to relevant compliance standards and security protocols.
• Mitigate risks by implementing and maintaining best practices.

Professional Development:

• Stay updated on industry trends, emerging technologies, and best practices in service and application management.
• Share knowledge with the team and identify opportunities for skill enhancement.

Reporting and Documentation:

• Maintain accurate information records, generate informative reports, and establish data system to reflect insights of service and application performance.
• This includes regular reporting on budget management, project progress, key performance indicators, and progressive plans to drive performance improvement of service and application team.

Success Milestones:

• Success in this role is measured by the efficient functioning of services and applications in alignment with business objectives, the achievement of performance targets, positive stakeholder feedback, and successful team development.