Manager, Technical Assistance Center (TAC) - Lahore

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Principal Roles and Responsibilities

·         Manage desktop support activities performed by TAC teams in Lahore, Karachi, Islamabad, Panama, US and home-based offices
·         Enure good support through service desk and strive to resolve 90% of issues at that point
·         Provide reporting on ticket statuses and ensure that prompt support is provided by TAC teams throughout the organization
·         Train the team to provide positive and polite service
·         Manage the team to solve problems instead of just closing tickets
·         Improve ticket resolution SLA
·         Tickets classification and their permanent solution finalization
·         Schedule TAC team resources to provide 24x7 support and identify resource weaknesses
·         Perform hardware inventory and systems upgrade activity throughout the organization
·         Maintain high standards for security
·         Perform software inventory to ensure licensing and contract validity

  

Required Skills & Qualities

·         Good management and reporting capabilities
·         Team management skills
·         Project scheduling and monitoring skills
·         Ability to manage resources along with shift management
·         Knowledgeable about inventory management concepts
·         Ability to learn new skills and implement new ideas
·         Initiative and motivation
·         MCSA, MCSE and A+ are beneficial for this position

Apply

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