IT Support Manager

4 days ago

Kuala Lumpur, Malaysia Tapps Sdn Bhd Full time

**Responsibilities**:
**Position Overview**:
The IT Support Customer Service Manager is responsible for leading and managing a team of IT support professionals to deliver effective technical assistance to end-users and maintain a positive customer experience. This role requires a combination of technical expertise, leadership skills, and a focus on customer service.

**Key Responsibilities**:

- Efficiently manage the workflow and schedule of the IT support team.
- Implement best practices to enhance the quality of IT support services.
- Work cross-functionally, coordinating between departments to deliver to clients’ expectations.
- Lead and motivate a team of IT support professionals to deliver outstanding customer service.
- Ensure timely resolution of technical issues.
- Develop and conduct user training programs to enhance IT literacy.
- Conduct root cause analysis for major incidents and Implement preventive measures.
- Manage and communicate with key holders on daily operational support.
- Provide regular updates and reports on IT department activities and project status to the CTO/COO.
- Provide guidance, coaching, and performance feedback to team members.
- Develop and implement strategies to enhance overall customer satisfaction.
- Generate regular reports on key performance indicators (KPIs) and team metrics.
- Analyze data to identify trends, areas for improvement, and opportunities for growth.
- Make data-driven decisions to optimize team performance.

**Qualifications**:

- Bachelor’s degree in any related field(s). Master’s degree is a plus.
- Proven experience in IT Customer Service management, with a minimum of 2 years in a leadership role.
- Excellent communication and interpersonal skills.
- Ability to work collaboratively and lead a diverse Customer Service team.
- Strong problem-solving and decision-making abilities.
- Related work experience in Customer Service field/IT Support will be an advantage

**Job Types**: Full-time, Permanent

Pay: RM5,000.00 - RM10,000.00 per month

**Benefits**:

- Additional leave
- Dental insurance
- Free parking
- Maternity leave
- Meal allowance
- Opportunities for promotion
- Parental leave
- Professional development
- Vision insurance

Schedule:

- Day shift
- Monday to Friday

Supplemental Pay:

- Commission pay
- Performance bonus
- Yearly bonus

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