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H
HCLTech
Senior Track Lead
Career Insights for Technical Support Manager / Supervisor
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Scorecard
Based on North Carolina data
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What they do
A Technical Support Manager or Supervisor manages the work of technical support staff for a company or retail electronics store. Coordinates and supervises technical support operations or technical support services to customers. May train technical staff and help to resolve customer issues.
$68,886 / year median in North Carolina
-11% projected decline
Job Description
Senior Track Lead HCLTech - 3.7 Cary, NC Job Details $151,000 a year 3 hours ago Qualifications Project reporting Managing technical support teams Defect resolution root cause analysis Team supervision Managing teams in a customer support role Defect analysis Incident Escalation Team development Customer support ticket management Problem management Root cause analysis Senior level Continuous process improvement (CPI) Ticketing system technical support Service level agreement (SLA) management Full Job Description Cary, North Carolina Job Summary To be responsible for overseeing the operations of the support team including , ticket tracking and escalations to ensure smooth service delivery. Key Responsibilities 1. To monitor and track tickets/change requests and manage SLAs. 2. To work towards continuous improvement , perform root cause analysis and act as a point of escalation for complex and high-priority customer issues, ensuring timely resolution and maintaining high levels of customer satisfaction. 3. To prepare and submit status reports for minimizing exposure and risks on the project or closure of escalations 4. To develop and guide the team members in enhancing their technical capabilities and increasing productivity Maximum Salary (US): 151000 Minimum Salary (US): 95000 #body.unify div.unify-button-container .