Senior Tech Support Manager at Helium Health

Job Description

• The Senior Tech Support Manager will ensure the proper framework and process is in place to support the use  of Helium Product Suite and the prompt resolution of technical issues

Responsibilities: 

Product Operations 

• Ensure optimal efficiency of the product with minimal disruption in service/operations.
• Coordinate with Engineering teams to provide application and infrastructure support in a 24/7 model.
• Manage all Change and Release Management activities ensuring the change process is well planned, documented, tested, and controlled effectively, with minimal disruption in service/ operations.
• Collaborate and coordinate with Project Management and other internal teams for deployments, configuration, upgrades, and enhancements.
• Collaborate with the Tech Development Team- collate, prioritize, and elaborate on bugs and improvements so they are more easily actioned.
• Drive continuous improvement to system performance, uptime, and stability.
• Provide internal IT support to Helium Health employees.
• Ensure Data Integrity and Security.
• Work with leadership and other department heads to prepare and implement a functional strategy and plan. Provide detailed advice to leadership on Subject Matter Area.

Service Request & Incident Management 

• Design and effectively implement the Incident Management process.
• Design guidelines and framework for researching, diagnosing, troubleshooting, and identifying solutions towards providing support and prompt resolution of system issues. Ensure that requests are efficiently managed and monitor compliance to documented standards.
• Act as a Point of Contract (POC) for Major Incident support and coordination. 
• Review product issues and feature requests escalated to your office, and ensure unresolved issues are assigned to appropriate internal teams. 
• Take the lead on managing unexpected outages and downtime.
• Ensure support for the restoration of the application and service operation is provided as quickly as possible to minimize the impact on customer business operations.
• Coordinate and administer product demonstrations and customer training; manage trial and pretrial consultations with qualified potential customers as required.
• Ensure the team provides prompt and accurate feedback to customers; ensure all issues are properly logged.
• Monitor overall issue resolution progress including identification of risks and issues, initiating contingency plans, and corrective action where necessary.
• Manage key stakeholders to ensure the required buy-in and support throughout the issue resolution lifecycle. Communicate proactively with all involved personnel.
• Conduct periodic follow up on clients especially High Network Clients to ensure their Helium Products are fully functional after troubleshooting.

Business Insight 

• Conduct periodic analysis of call logs in order to discover any underlying issues or trends.
• Collaborate with R&D and Product Development Teams in evaluating new technology and tools as opportunities for innovation, service excellence, and improved methodology.

People Management 

• Lead and motivate team performance and development; create an environment in which team members are clear about their individual roles and responsibilities and feel supported to deliver their best.
• Mentor and coach direct reports to ensure the performance of the team is sustained.
• Work with internal and external stakeholders; motivating, persuading, and negotiating toward a  positive outcome.

Requirements: 

• Minimum 8 - 12 years’ broad experience or equivalent in managing deployment of tech support to customers.
• Strong leadership, accountability, and collaborative skills with a high degree of ethical standards and integrity.
• Ability to work with non-technical end users to explain technical concepts, and clearly and  concisely document a technical issue from discovery, to research, to solution and implementation
• Enjoys documenting processes and checklists to deliver a consistently high level of support experience.
• Detail-oriented and strong problem-solving skills. Excellent decision-making, negotiation, and conflict-resolution skills.
• Very good people management and team building skills.
• Strong interpersonal skills and the ability to quickly establish credibility.
• Experience providing technical support for SaaS and on-premise-based products via email, chat, phone, and on-site visits. Experience with a help desk system like Zendesk, Help Scout, or other ticketing systems.
• Nice to have - experience working with Linux, Docker, and a live chat system such as Intercom.
• Digitally savvy and proficient in the use of Microsoft Office and other work productivity tools
• First Degree in Computer / Information Technology, Software Engineering, or any other related field. The equivalent of the same in working experience is also acceptable.
• Professional Qualification is required (ITIL is preferred)