Job Title

Technical Support Manager – Contact Center Operations (Bangalore) Location : Bangalore, IndiaExperience : 10–15 years (8+ years in technical support leadership)Summary As aTechnical Support Manager , you will lead Lenovo’s technical services for India, ensuring best-in-class support for our commercial customers. You'll collaborate with multiple technology and service teams, oversee performance, drive operational excellence, and build a high-performing support function.Key Responsibilities Be a game-changer for Lenovo’s commercial customers by improving warranty and support experiences. Drive initiatives to enhanceCustomer Experience(CX), including metrics likeFirst Call Resolution ,Repeat Dispatch Rate ,Fix on Phone , andTurnaround Time (TAT) . Lead capacity planning, hiring, and training in collaboration with business operations to ensure optimal workforce deployment. Handle critical customer escalations and interface with other service towers to ensure timely resolution. Design and implement support processes, tools, and systems to enhance technical support efficiency. Track performance and develop dashboards or KPIs to assess support effectiveness. Mentor and develop the support team—focusing on both technical upskilling and professional growth.Required Qualifications & Experience Education : Bachelor’s degree in Information Technology or a related discipline. Experience : 10–15 years in the IT service industry. Minimum 8 years in technical support management, including people leadership. Proven experience in managingcontact center (voice + non-voice)support functions. Experience in managingremote support teamsand service delivery operations.Technical & Functional Skills Strong troubleshooting knowledge across IT hardware and software environments. Ability to analyzeAnnual Failure Rate (AFR)and drive actions to improve product reliability. Experience in performingQuality & Failure Analysisand conducting training to reduce warranty cost. Knowledge of notebook/laptop technologies and ability to simplify technical concepts for teams/customers. Hands-on experience with CRM/Incident tracking tools (e.g.,MSD CRM ,Oracle RightNow ). Strong data orientation—able to build, interpret, and act on support metrics/KPIs. Experience in high-volume support environments for enterprise or service provider clients.Behavioral Competencies High customer obsession and ownership mindset. Strong analytical and problem-solving skills—able to thrive in ambiguity. Proactive, action-biased approach. Doesn't wait to be asked—takes initiative. High personal integrity, commitment, and willingness to go the extra mile. Excellent communication and interpersonal skills. Team player who builds trust and delivers consistent results. Bonus if: You’ve worked inwarranty service deliveryor atech support BPOsetting. You've implementedautomation ,chat support , orAI-enabled toolsin a support environment.