Support Manager

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Angajator: VON Consulting SRL
  • IT Hardware
  • IT Software
  • Telecomunicatii
  • Tip job: full-time
    Nivel job: Manager
  • Actualizat la: 06.01.2019
    Scurta descriere a companiei

    VON Consulting is an HR Consultancy company, providing solutions and services in the following areas: recruitment and executive search, personnel leasing, payroll, administration and training.


    Ideally degree level educated or equivalent experience and diplomas;
    Fluent in English;
    Previous experience in a management role:
    Performance management, reporting and managing critical issues;
    Planning and staffing;
    Service management methodologies;
    Incident Management, Problem Management and Incident Analysis;
    Technical background is required; (e.g. operating systems (preferably Linux), database, networking;)
    Excellent written, presentation and communication skills;
    Strong analysis skills and attention to details.

    Nice to have:

    French will be a plus;
    Previous experience in managing a technical support team;


    Lead and manage the team in the scope of delivering high-quality services that meet and exceed the contracted commitments e.g. timelines, SLAs, quality etc.
    Take responsibility for the transfer to support of new projects;
    Take responsibility of implementing bug fixes under production/QA environment
    Manages the follow-up of the incidents:
    -Compliance with agreed response time;
    -Incident analysis;
    -Coordination of necessary resources for troubleshooting;
    Provide support and encouragement to other team members and participate in the up-skilling and training of colleagues and new staff;
    People management and technical coordination;
    Performance management for Support Engineers;
    Hiring and Staffing;
    Ensure timely and efficient resolution of problems handled by the Support Engineers;
    Responsible for providing reports to the upper management
    Manage critical or escalated issues in such way to meet the customer’s expectations;
    Plan and ensure that the team is ready for support and service at any required moment;
    Very good understanding of the workflow and processes within the company.