Manager Technisch Support
Rotterdam Area, Netherlands
• Responsible for the Technical Support-team for service delivery, changes and support• Responsible for the fulfillment (including procurement hardware), incident, problem, change & knowledge-management processes• Managing & coaching Junior, Medior, Senior and Principal engineers• Responsible for SLA & KPI reporting regarding individual and team performance• Reporting to and part of the Management Team• Communicating with different suppliers with regards delivery, escalations &SLA-levels• Communication with customers & partners regarding existing implementations, tickets and products• Creating & managing internal procedures for Technical Support• Helping my team to troubleshoot complex network, QOS, VPN & Voice issues• Application & Functional Management for ticket handling system TopDesk