TECHNICAL SUPPORT MANAGER

[HR Level Platforms]

LPI Level Platforms Inc. is a small but fast growing software company
developing network and systems management solutions for small and
medium size businesses. We were awarded the Microsoft Infrastructure
Solution of the Year Award for 2004 and the Small Business Solution of
the Year for 2005 and have an ambitious development program for the
future to build on our past successes.
TECHNICAL SUPPORT MANAGER

This position will lead the Technical Support Team which provides
software support for the Company's clients principally in North
America but increasingly in Europe and Asia with a related need for
expanded support hours. It will provide operational direction to
Support Team members to include direct supervision, performance
management technical guidance, team training and individual mentoring.

Job Responsibilities:

Lead the effort in developing a world-class high response technical
customer support
team where support is an integral part of our customer sales process

Manage and execute technical support and services delivery. Define and
manage customer service metrics and consistently improve on high
customer satisfaction ratings and other SLAs

Hire, coach, motivate, and develop strong committed support staff Drive
the team to achieve certification and recognition for excellent
customer service.

Contribute to Product development priorities based on systematic
analysis of reported customer support issues for new features as well
as product features and processes that will improve the customer
product experience.

Job Requirements:

Must have proven track record in running technical support and/or
technical services organizations.

Very strong management and interpersonal skills.

Must be knowledgeable about technical support best practices.

Must be able to demonstrate experience in implementing a successful
value-
add services and quality improvement program.

Ability to communicate well with customers, employees, managers, and
sub-
ordinates (all levels)

Excellent English speaking and writing skills.

Possess broad technical knowledge in IT/IS field

Strong working knowledge of Windows 2000/2003 Server, Windows Small
Business Server 2000/2003, Back Office Server 2000 & Windows XP
Professional

Understanding of DCOM, WMI, performance counters, event logging,
diagnostic tools & Windows services.

Proficient with Active Directory, DNS & IIS configurations

General knowledge of SQL Server 2000, MSDE, ISA 2000/2004

If you have the above skills, pleases send your resume with salary
requirements to h...@levelplatforms.com.
We offer competitive salary and a comprehensive benefit package.
www.levelplatforms.com