The Technical Support Manager will be responsible of the company’ IT service center
Manage the team of support analysts;
Train and develop resources;
Optimize and maintain the quality and availability of the services offered;
Establish processes that align with business needs and reach published levels of service to users;
Execute tracking and documentation of incident management and service center related queries based on ITIL standards;
Maintain an escalation and communication process with users, IT management and provider (change management, release management, issue management);
Perform quality control and monitoring of the interventions of the various support teams as well as the management of complaints.