Technical Support Manager

Executive Level: We are a vigorous team of professionals specialized in providing premium executive search and assessment experience to the business world. Among the various industries we recruit for, we are exclusively retained to find a Technical Support Manager for one of the leading suppliers of IT equipment and technical support services.

Technical Support Manager

ref.code TSM_0322

The Role

We are looking for an experienced Technical Support Manager (TSM) to supervise the flawless delivery, functioning & maintenance of IT equipment provided to B2B customers, as well as manage all the technical support departments of the company.

The right incumbent will lead the technical teams and the proper supporting activities of more than 60 people, ensuring that they will be performed within the allocated budgets, the agreed timelines and the quality defined by the company standards. The TSM will contribute significantly in designing the department’’s future when it comes to technological advancements, as well as to the long term strategy of the company, together with the rest of the members of the Board of Directors.

The right talent for this role should combine a “hands on” proven work experience with a corporate, very organized, analytical and structured, leadership style. 

The role reports to the CEO of the company.

Strategic Responsibilities

  • Contribute to the strategy design, as a member of the Management Team.
  • Identify and present market trends, new business opportunities and new areas of development related to his/her field of expertise.
  • Identify new sources of supply, new supplier programs and features. Introduce procurement policies (RFP’s) where available.
  • Develop and implement policies and systems to support the overall company strategy designed by the Management Team.

Operations / Leadership Responsibilities

  • Supervise all the technology operations and evaluate them according to the set goals.
  • Coordinate and supervise the operations of the subdivisions of the Services Department, in order to ensure that the overall goals are achieved.
  • Effective collaboration with Suppliers, Customers and Business Partners.
  • Responsible for the P&L of Service Contracts and overall profitability of the Services Department.
  • Build solid working relationships with the customers and ensure financially beneficial agreements with them, regarding the services provision.
  • Contribute to the preparation and final control of offers towards potential customers, according to their requirements, keeping in mind the profitability target of the Services Department.
  • Quality control and improvement measures, in collaboration with the subdivision supervisors in order to maximize the partner satisfaction.
  • Ensure that the productivity targets are achieved.
  • Contribute to the preparation of the annual budget and keep a close control of the costs of the Services Department.
  • Ensure a smooth and efficient collaboration between the subdivisions of the Services Department αnd the rest of the company.
  • Ensure consistent analysis and reporting of performance.
  • People management, motivation, performance tracking vs. standards, training and development, clear succession plans for his/her direct reports and their teams.

Soft Skill Requirements

  • Excellent organizational and time-management skills.
  • Target & Customer oriented.
  • Outstanding communication and presentation skills.
  • Excellent interpersonal and leadership skills.
  • Key personality attributes: attention to detail, structured way of working, open mind, strong ethics.
  • Ability to travel in Greece and abroad.

Qualification Requirements

  • Previous working experience as technical support manager for a minimum of 3 years.
  • Experience in analysis, implementation and evaluation of IT systems.
  • Experience in development and implementation of systems and policies to ensure the efficient execution of the role.
  • Good knowledge of IT systems (HW and SW), networks and other technology aspects.
  • Sound technical understanding coupled with strong leadership skills.
  • Understanding of market analysis and metrics.
  • Hands-on experience in creating reporting and managing budgets.
  • Bachelor in IT, Mechanical Engineering or similar.
  • Masters’ degree in business, finance, or other, will be considered a plus.
  • Fluent in English (written and spoken)

The company offers a competitive salary and benefits package, in a continuously growing environment, full of opportunities for further career advancement and development.

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