Technical Support Manager

Role Summary- Lead and manage a team of Technical Support Specialists within Lenovo's Premier Support organization to deliver exceptional customer experience and achieve operational performance objectives. Responsible for people leadership, service delivery, customer escalations, KPI management, workforce planning, process improvement, stakeholder engagement, and continuous operational excellence across multiple support channels.

Key Responsibilities

People Leadership & Team Management

• Lead, develop, coach, and manage a team of Technical Support Specialists to achieve operational and business objectives.
• Conduct regular performance reviews, coaching sessions, quality reviews, and career development discussions.
• Drive employee engagement, accountability, and a high-performance culture.
• Manage attendance, leave, staffing, scheduling, and workforce allocation activities.
• Support recruitment, onboarding, training, and succession planning initiatives.

Service Delivery & Operations Management

• Ensure achievement of service level agreements (SLAs), customer satisfaction, quality, productivity, and operational KPIs.
• Monitor daily operational performance and take appropriate actions to address performance gaps.
• Manage customer escalations and coordinate resolution with internal and external stakeholders.
• Review operational processes and implement improvements to increase efficiency, quality, and customer experience.
• Support business continuity, risk mitigation, and operational governance activities.

Performance & KPI Management

• Analyze operational metrics and trends to identify improvement opportunities.
• Drive corrective action plans for performance gaps through Root Cause Analysis (RCA).
• Prepare and present operational reviews, business updates, and performance reports.
• Ensure data accuracy and reporting integrity across all operational dashboards and business reviews.
• Track team achievement against established business goals and customer support targets.

Customer & Stakeholder Management

• Act as a key escalation point for customers, partners, and internal stakeholders.
• Collaborate closely with Technical Account Managers, Service Delivery Managers, Field Service teams, Quality, Training, Workforce Management, and Business Operations teams.
• Build strong working relationships with internal and external stakeholders to support customer success and business objectives.
• Participate in customer discussions, escalation reviews, and continuous service improvement initiatives.

Process Improvement & Transformation

• Identify process gaps and lead continuous improvement initiatives.
• Drive standardization, automation, and operational excellence programs.
• Support implementation of new tools, technologies, services, and transformation projects.
• Ensure operational processes, procedures, and documentation remain current and compliant with organizational requirements.

Reporting & Governance

• Prepare daily, weekly, monthly, and quarterly operational reports.
• Support management reviews, business reviews, audits, and compliance activities.
• Ensure adherence to company policies, security requirements, and operational standards.
• Maintain accurate documentation of operational decisions, corrective actions, and improvement initiatives.