JOB SUMMARY

Join our dynamic team as a Technical Support Manager at ASSA ABLOY Global Solutions, where you will lead a dedicated team of support professionals in providing exceptional technical assistance to our valued key customer. We are seeking an experienced leader with a passion for customer service and affinity for problem-solving. As the Technical Support Manager, you will play a pivotal role in ensuring the smooth operation of our support services, driving excellence in customer satisfaction, and building solid customer relationships.

RESPONSIBILITIES:

Team Leadership:

• Lead an onsite support team which includes; hiring, training, and managing the team members, and ensuring they are equipped with the neccessary skills and knowledge to effectively address client issues.
• Partner with internal Finance Teams on customer invoice inquiries.
• Maintain and update lock count status for reporting purposes

Client Relationship Management

• Build and maintain strong relationships with clients to understand their needs, addressing concerns, and ensuring high levels of client satisfaction are met.
• Serve as a main point of contact for customer escalations and project rollouts.

Technical Expertise

• Posses a deep understanding of Window server environments, application execution environments, and hardware components.
• Demonstrate expertise in diagnosing and resolving technical issues related to Windows servers, application executables, and hardware components.
• Actively participate in hands-on resolution of escalated technical issues to ensure timely resolution and minimize down time.

Emergency Response:

• Be prepared to respond to emergency situations, such as server crashes and hardware failures to minimize disruptions to operations.

Networking Knowledge:

• Must have networking knowledge and troubleshooting expertise to identify and resolve network-related issues.
• Understand server/client relationships, DHCP, DNS, and network security protocols to ensure network integrity and security.

Active Directory Management:

• Knowledge of Active Directory and its role in managing enterprise environments.
• Ability to manage user accounts, permissions, and group policies within Active Directory.

Documentation and Reporting:

• Document incidents in ServiceNow
• Maintain accurate and up-to-date records of all returned materials for tracking purposes.
• Compile Ad-hoc reports on demand for executive leaders as needed

QUALIFICATIONS

• Bachelor’s degree in computer science, information technology, or a related field.
• Equivalent work experience of 3 years in a relevant field.
• Proven experience in a technical support management role, preferably in a software or technology company.
• Strong technical background with expertise in troubleshooting software and hardware issues.
• Excellent leadership and team management skills, with the ability to inspire and motivate team members to achieve their full potential.
• Exceptional communication and interpersonal skills, with the ability to effectively interact with internal stakeholders and external partners.
• Strong problem-solving skills and attention to detail with the ability to analyze complex technical issues and develop effective solutions.
• Experience working in a fast-paced, dynamic environment with the ability to prioritize and manage multiple tasks and projects simultaneously.
• Leads by example by having a positive attitude with clients and company employees.
• Proficient in all MS Office Suite applications (Excel, Outlook, and PowerPoint)

Joining ASSA ABLOY Global Solutions means joining a team of passionate professionals dedicated to making a difference. Your ideas and contributions will welcomed and valued.

If you are ready to take on a new challenge and make an impact, we want to hear from you. Apply now to join our team as a Technical Support Manager and help us drive innovation and excellence in technical support.

We are the ASSA ABLOY Group
Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 61,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces – physical and virtual – safer, more secure, and easier to access.

As an employer, we value results – not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally.

As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.