IT Service Manager – Support Analyst

Location: North Goa/Hyderabad


The Service Manager is responsible for the performance all technical staff including support, repair and installation/project teams. 

  • Evaluate and prioritize IT support response
  • Review assignment of Service Tickets, remote and onsite support and onboarding
  • Monitor Service Board to ensure service level compliance is within company policies
  • Coordinate and receive escalation requests of unresolved or emergency support issues
  • Work with clients to ensure client satisfaction and resolve complaints
  • Oversee projects and installations
  • Monitor service personnel schedules to ensure compliance with company policies
  • Review all Service Tickets and Time Entries with Service Coordinator that did not meet company guidelines
  • Coordinate with Purchasing Coordinator and Bench Technician to schedule equipment purchase and repair
  • Review sales procedures with sales staff to ensure correct service presentation in sales efforts

Job Requirements:

  • Education: Bachelor’s degree in Computer Science, Engineering or related field
  • 2 plus years in a managerial role
  • 6 credit hours of accounting coursework OR 3 years P & L responsibility
  • 4 plus years in a professional services environment
  • Ability to pass test demonstrating superior written and verbal communications skills
  • Ability to pass vocabulary test on current business hardware, software and mobile devices

Ability to multitask and make decisions in complex, dynamic work environment

Working hours – US shifts – Flexible mostly 6:30pm – 3:30am

Are you interested in this role? Well then! What are you waiting for? Fill out the form below and we will reach out to you to get your CV.

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