{"id":1769181,"url":"https://alion.io/job/lenovo-technical-support-manager","title":"Technical Support Manager","company":{"id":15044,"name":"Lenovo","domain":"lenovo.com","url":"https://alion.io/company/lenovo","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Avature","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Kuala Lumpur, Malaysia"],"countries":["MY"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-03T14:54:48Z","employer_posted_date":"2026-10-03","last_verified_at":"2026-10-08T00:39:24Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"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.\nKey Responsibilities\nPeople Leadership & Team Management\nLead, develop, coach, and manage a team of Technical Support Specialists to achieve operational and business objectives.\nConduct regular performance reviews, coaching sessions, quality reviews, and career development discussions.\nDrive employee engagement, accountability, and a high-performance culture.\nManage attendance, leave, staffing, scheduling, and workforce allocation activities.\nSupport recruitment, onboarding, training, and succession planning initiatives.\nService Delivery & Operations Management\nEnsure achievement of service level agreements (SLAs), customer satisfaction, quality, productivity, and operational KPIs.\nMonitor daily operational performance and take appropriate actions to address performance gaps.\nManage customer escalations and coordinate resolution with internal and external stakeholders.\nReview operational processes and implement improvements to increase efficiency, quality, and customer experience.\nSupport business continuity, risk mitigation, and operational governance activities.\nPerformance & KPI Management\nAnalyze operational metrics and trends to identify improvement opportunities.\nDrive corrective action plans for performance gaps through Root Cause Analysis (RCA).\nPrepare and present operational reviews, business updates, and performance reports.\nEnsure data accuracy and reporting integrity across all operational dashboards and business reviews.\nTrack team achievement against established business goals and customer support targets.\nCustomer & Stakeholder Management\nAct as a key escalation point for customers, partners, and internal stakeholders.\nCollaborate closely with Technical Account Managers, Service Delivery Managers, Field Service teams, Quality, Training, Workforce Management, and Business Operations teams.\nBuild strong working relationships with internal and external stakeholders to support customer success and business objectives.\nParticipate in customer discussions, escalation reviews, and continuous service improvement initiatives.\nProcess Improvement & Transformation\nIdentify process gaps and lead continuous improvement initiatives.\nDrive standardization, automation, and operational excellence programs.\nSupport implementation of new tools, technologies, services, and transformation projects.\nEnsure operational processes, procedures, and documentation remain current and compliant with organizational requirements.\nReporting & Governance\nPrepare daily, weekly, monthly, and quarterly operational reports.\nSupport management reviews, business reviews, audits, and compliance activities.\nEnsure adherence to company policies, security requirements, and operational standards.\nMaintain accurate documentation of operational decisions, corrective actions, and improvement 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