Technical Support Group manager at Kaspersky Lab

Job description

Role Summary

Manage the day-to-day operations of a technical support team in order to solve enquires quickly and competently and in a manner which enhances our customer relationships. 

Main responsibilities

• Plan, prioritize, and schedule the team’s activities and resources to ensure continuity of service.
• Ensure that the support staff use incident management systems to maintain accurate and up-to-date customer service records.
• Provide support in the high profile cases or on complex issues.
• Monitor the status of customer service activities to identify problem areas and adapt procedures to improve the overall performance of the team.
• Analyze customer enquiries to identify recurring user problems, recommend solutions, and to identify areas where customer service can be improved.
• Develop problem solving guidelines, checklists, or other materials to assist customer service staff to respond to enquiries that are recurring or routine.
• Lead, direct, evaluate, and develop the technical team to ensure that the team’s resources are used effectively and that work schedules and targets are met.
• Evaluate new hires and ensure a smooth integration of new staff.
• Contribute to development of customer support strategies and plans
• Participate in successful implementation or improvement initiatives
• Contribute to the establishment of best practices for customer support
• Advise on the use of technology in current and planned customer support strategies.
• Evaluate the key relationships and dependencies with other business functions
• Handle escalations from partners
• Provide necessary reports on the work done in accordance with internal procedures and instructions
• Comply with internal procedures, regulations and standards of quality in the provision of technical support and global KPIs
• Promptly notify the head of the technical support about problems affecting the quality of technical support
• Provide technical support to your Sales and consulting in the process of contracting and installation of Kaspersky Lab

Required Skills

• Previous experience required in managing and leading technical teams, professional services and post-sales support teams.
• Previous experience in Information Technology with emphasis on managing teams that have deployment, network management and/or security experience.
• Strong working knowledge of the following security technologies (Anti-Virus, Malware Detection, IDS/IPS, Firewalls).
• 5+ years of related technical experience, installing, designing, managing, administering and supporting an enterprise network.
• Expertise in the following disciplines; Network administration & management, Network performance monitoring & analysis, Help Desk/Desktop support solutions, Enterprise Anti Virus solutions or Network Security & Encryption solutions, Previous Sales/Systems Engineering experience is preferred.
• Requires a BS degree or equivalent experience in the IT industry.
• Ability to understand and explain technical challenges as well as business issues.
• Excellent written and oral communication skills in English
• Advanced knowledge of Windows OS system administration (XP/Vista/7/8; Server 2003/2008/2012), with emphasis on networking, user management, and security/access control.
• Advanced knowledge of network configuration (100+ users) and troubleshooting
• Knowledge of Linux is a plus
• Scripting experience is a plus.