Support Services Manager Required in Paraguay

Skills Provision is searching for a Support Services Manager for a company in Paraguay.

This position is responsible for the management of the IT Support Team.

A critical part of this position is to diligently ensure the Support Team follow laid down policies and procedures.

Sector: IT Services

Location: Caaguazú, Paraguay

Position: Permanent

Salary & Benefits

• 13,500,000 PYG p/m
• Benefits package available

Characteristics Required

• Manage the IT Support Team to provide timely, accurate, and excellent customer service support.
• Monitor and evaluate employee’s performance and advise on the requirements and expectations.
• Manage, monitor, and optimise support call centre queues to ensure client satisfaction, and company efficiency.
• Manage, monitor, and optimise support ticket backlogs to ensure client satisfaction.
• Make sure all training for the IT Support Team is carried out.
• Escalate problems to management to ensure timely support and resolution.
• Establish performance metrics, goals, objectives, and priorities.
• Analyse workflows for trends to identify problem areas, improve business processes, make recommendations to management.
• Prepare timely and accurate performance evaluations.
• Interview prospective team members to select the best-qualified candidates for open positions.
• Solve problems and organise resources.
• Review training material.
• Create, maintain, and deliver regular status reports to upper management.
• Develop, manage, and ensure technology implementation, configuration, and maintenance standards.

Requirements

• Minimum B.S. with a technical emphasis or equivalent experience.
• Industry trained is desirable
• 5+ years of experience as help desk/service desk manager/supervisor
• 3 + years’ experience in customer service support/call centre operations.
• Ability to respond quickly and accurately to problems with skill and confidence.
• Experience working with remote, distributed teams, and vendors.
• Good communicator with strong verbal and written skills.
• Detail oriented, methodical, meticulous, and process-oriented person.
• Experience in technical writing and documentation.
• Experience in production issue tracking systems and reporting.

Skills Provision is an ethical international recruitment agency, as such our adverts do not discriminate with regards to age, race, gender, colour, creed, religion, sexual orientation, disability, and nationality.