Lenovo

We are seeking a highly experienced and motivated Level 2.5 Technical Support Manager to lead and develop our team of remote technical support Engineers. As a key member of the Premier Services organisation, you will be responsible for overseeing all aspects of our remote technical support operations, ensuring exceptional customer service and efficient problem resolution. The successful candidate will be responsible for driving team performance, developing technical expertise, and proactively managing customer relationships to maximise satisfaction and retention of Lenovo’s client base in EMEA.

Responsibilities:

Team Leadership:

• Hire, train, coach, and mentor technical support specialists. Set and monitor individual and team performance goals. Foster a collaborative and positive team environment.

• Maintain a deep technical knowledge of Lenovo’s Infrastructure products and technologies.
• Stay updated on the latest technical trends and advancements.
• Help to resolve complex technical issues with the Level 2.5 team and escalate critical issues as needed.

Customer Relationship Management:

• Build and maintain strong relationships with key EMEA customers.
• Proactively identify and address customer needs and concerns.

Operational Excellence:

• Develop and implement processes to ensure efficient and effective technical support delivery.
• Monitor and analyse key performance indicators (KPIs) such as customer satisfaction, and resolution times.

Additional Responsibilities:

• Prepare and present reports on team performance and customer satisfaction.
• Develop and implement training programs for new products and technologies.
• Contribute to the development of technical support documentation and knowledge base articles.
• Stay informed of industry trends and participate in relevant training and development opportunities.

Qualifications:

• 3+ years of experience in a technical support leadership role.
• Proven track record of building and leading high-performing technical support teams.
• In-depth knowledge of supported products and technologies.
• Customer-centric approach and commitment to exceeding customer expectations.

Additional Desired Skills: Experience with ITIL or other service management methodologies. Project management experience. Demonstrated ability to coach and mentor others. Excellent analytical and reporting skills. Experience in developing and implementing training programs.

You will be reporting to EMEA ISG Manager.

What We Will Offer:

• An open and stimulating environment within one of the most forward-thinking IT companies.
• Flat structures and fast decision-making processes.
• A modern and flexible way of working to combine personal and professional life, working from home.
• An international team with a high focus on Gender Diversity.
• Attractive compensation package.

 

We are looking forward to discussing this position with you soon!

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.