Support Manager

Bileeta (pvt) Ltd

Details / requirements:

Location: Kathmandu

Contract Period: 3 Months

Job Role

  • Manage a helpdesk and support team providing technical support to end users 
  • Manage and coordinate officers (L2) deployed for support at geographic locations to ensure that support SLA’s are maintained.
  • Properly prioritize requests to maintain support service levels.
  • Develop escalation processes to ensure complex issues are handled correctly 
  • Manage issue tickets and close out tickets in a timely manner 
  • Evaluate results and recommends changes improving the performance of the support desk
  • Provide regular report updates of support desk performance
  • Facilitate continuous training to support staff to ensure that they are upto date.
  • Manage the application knowledge bases (FAQ’s, User manuals, Troubleshooting manuals etc) and make them available to the clients.
  • Conduct regular scheduled meeting with stakeholders and brief them on the status of the support centre.

Qualification and Experience

  • Bachelor's Degree or other relevant Post Graduation degree in IT
  • 3-5 years’ experience in IT Service 
desk environment 

  • Excellent communication and leadership skills 

  • Experience managing service desk operations 


Contact +94 0771074949

E mail: Nuwangirw@yahoo.com

Job Overview

Category Information Technology
Openings 1
Experience 3+ years
Education Please check vacancy details
Posted Date 18 May, 2018
Apply Before 16 Jun, 2018
City Kathmandu