Senior Technical Support Manager
4 weeks ago
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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