We are hiring a Technical Support Manager for our growing Managed Support Team in Shanghai. The Tech Support manager is a key member of the management team and will report to the China Operations Manager. He will be responsible for developing and leading a dynamic group of support technicians of varying skill levels and experience to support, upgrade and maintain the IT systems of more than 100 small to medium multinational customers in China.

-- Responsibilities --

• Build and motivate a team of Tech Support engineers by planned staffing, performance coaching, career planning and skills development.
• Organize and improve the support processes and service delivery of the Tech Support group as a whole.
• Resolve employee issues and motivate the support team to meet long-term management goals..
• Improve Dept efficacy by highlighting problem areas and recommending change in tools, training, processes, reporting, and employee/team assignments.
• Facilitate support solutions for escalated calls and ensure that assignments are correctly routed or escalated within the Support teams.
• Report operational achievements and progress on a monthly basis – full detailed reporting on a quarterly basis.
• Work with other Dept managers to ensure operational consistency and improvement.
• Maintain a mindset of Continuous improvement, in terms of efficiency or support processes, customer satisfaction, training, and the application of tools for monitoring, management and optimization.
• Develop a strong relationship with the Sales and CS dept to retain and increase support service agreement sales.
• Develop and manage Support team projected requirements and team targets.
• Coordinate Technical support /advice for the other operation teams within company.

-- Job Requirements --

1. Must have a good understanding of a “Service Business” in a Tech support environment, from a supplier or integrator’s point of view. Managed Service Provider mindset.
2. Excellent analytic and problem solving skills, combined with the ability to provide quick options for resolution.
3. Must be a self-starter, and a firm believer in Teamwork, Collaboration, Adaptability and Initiative.
4. Experienced in coaching and staff development

-- Education --
College Degree / Masters Preferred –

Language skills Fluent English verbal and written. Some Chinese (Mandarin)

-- Experience --

4+ Year in Technology related field
2+ Years experience managing small teams or other technical staff.
1+ Years Project Experience

--Essential Skills & Attributes --

Demonstrated experience with 2 or more different types of IT systems. Proactive, assertive, and detail orientated.
Training / Presentation
Scheduling, Planning & Organization
Professional Writing and reporting skills (English)
Please submit your resume directly for more details.