Senior Technical Support Manager

4 weeks ago


Newfoundland and Labrador, Canada Lenovo Full time

Company Overview: Lenovo is a global technology leader with a revenue of US$62 billion, ranked #217 in the Fortune Global 500. With a workforce of 77,000 employees, we serve millions of customers across 180 markets daily.

Vision: Our mission is to deliver innovative technology solutions for all. Lenovo has evolved from being the world's largest PC manufacturer to a pioneer in 'New IT' technologies, including client, edge, cloud, network, and intelligence solutions.

About the Role: As a Senior Technical Support Manager, you will play a pivotal role in guiding the Technical Support Specialists team. Your primary responsibility will be to ensure exceptional customer satisfaction for our enterprise clientele.

Key Responsibilities:

  • Provide technical direction and mentorship to the technical support team, setting clear objectives and offering ongoing coaching.
  • Manage customer expectations effectively, communicating technical issues and resolutions with clarity.
  • Collaborate with various departments to enhance customer success and ensure the effective implementation of solutions.
  • Assist in troubleshooting software and hardware issues during peak operational periods.
  • Contribute to the development and execution of training programs aimed at the continuous technical growth of the team.

Qualifications:

  • A minimum of 4 years in a technical support or customer-facing technical role.
  • Approximately 2 years of experience in a call center environment.
  • At least 3 years of experience in software support and testing, particularly with Linux and Windows operating systems.
  • A Bachelor's degree in computer science, information technology, or a related field, or equivalent professional experience.
  • Experience with client networking hardware support is essential.
  • Relevant CompTIA certifications (A+, Network+, Security+, etc.) are preferred.

Conclusion: If you are passionate about technology and possess strong leadership skills in customer support, this role offers an opportunity to make a significant impact within our Solutions and Services Group.

Diversity Commitment: Lenovo is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.



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