IT Support Manager

Job purpose Support Managers and responsible to work with the team to implement and enforce best practices and processes.The role must ensure that clients receive excellent support services as per agreements.

Job purpose 
Support Managers and responsible to work with the team to implement and enforce best practices and processes.The role must ensure that clients receive excellent support services as per agreements.This will involve abiding to SLA,proactive measures for resolving issues and suggesting solutions to customers,issue of weekly and quarterly reports of support

Enforcing support Policies and procedures in place,training and monitoring of teams.Support managers will oversee the support team's day-to-day functions and will supervise, support IT help desk consultants and report to head of support and management team,serving as middle management level managers.

Duties & Responsibilities

1. The support manager will be required to manage a small/medium team in the following:

• Coaching and mentoring
• Guiding junior team members in area of Magento
• Support Process
• Communication
• Reporting
• Review daily priorities and take appropriate action to ensure results are achieved 
• Encourage open communication between team members,suggesting and driving forward  ideas about how the team can work more effectively
• Ensuring time Jira logging for the reporting line and as well as yourself

2. Learning and development

• Devote time learning skills helpful for performing this role efficiently
• Building Technical skills around server monitoring,e-commerce and Magento
• Soft skills for team management

3. Responsible  for quality and timeliness of day to day deliverables of direct reporting line 

• First point of contact for any escalation in regards to that 
• Serve as a point of escalation for Level 2 support for 24x7 team.This will be on-call basis as and when it will be required
• Set up,manage and improve standards and procedures within the team
• Ensure working practices are well defined and operational with minimal disruption using technology to improve efficiency as appropriate
• Ensure high quality up-to-date documentation are built across projects and maintained by team and yourself

4. Active management of all tickets- i.e ensuring SLAs on all tickets and overall open and pending tickets numbers for all clients are managed against agreed internal key performance indicators

• Actively manage tickets escalation and prioritisation request of tickets against client contracts
• Manage all billable and non-billable hours, reporting and approval of support hours weekly with clients
• Provide training and product advise
• Regular review and approval of tickets, comments & reponses (language used by other team members)and approval of tickets as appropriate
• Setting, communicating and enforcing KPI awareness within team 

5. Documentation management 

• Responsible for the accuracy and completeness of all confluence support documentation for the client

Any other cognate duties may be delegated to the post holder