IT Technical Support Manager (Call Center Management-Windows)
Techzilla - Pompano Beach, FL

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IT Technical Support Manager (Call Center Management-Windows)

Job Description

We are seeking an experienced and highly skilled IT Technical Support Manager to join our growing team of call center professionals. This position is specifically seeking candidates who are well versed on Windows-based PC and Mobile products and applications. The IT Technical Support Manager will primarily be focused on leading a Technical Support team to ensure they are providing high level customer service and consistently and accurately solving the issues of our members.

IT Technical Support Manager (Call Center Management - Windows)

Job Responsibilities

As an IT Technical Support Manager, you will be responsible for monitoring a team of roughly 15-20 Support Specialists and assisting them as they diagnose, troubleshoot and repair issues. It is important that the IT Technical Support Manager is able to analyze various metrics to evaluate specialists, and hold them accountable for these metrics.

Other responsibilities for the position will include:
  • Live monitoring of calls to evaluate skills and aptitude of specialist
  • Teaching specialists skills necessary to upsell proprietary anti-virus and registry cleaner software
  • Providing expert knowledge of windows based products to specialists and occasionally taking over phone calls to resolve an issue that the specialist can’t fix
  • Updating on current industry trends, and information about the business as a whole

IT Technical Support Manager (Call Center Management - Windows)