Technical Support Manager

Led cross-functional team of 11 specialists across multiple geographic locations ensuring optimal performance and collaboration. Drove strategic initiative replacing legacy helpdesk system, managing end-to-end deployment and migration process, enhancing functionality and customer experience. Chaired bi-weekly Change Advisory Board meetings ensuring seamless approval and deployment of system changes while maintaining operational stability. Collaborated cross-functionally with Delivery, Information Security, and Customer Success teams to ensure smooth project delivery and customer onboarding. Led critical customer account engagements including escalation and review calls, acting as key interface for stakeholders. Responsible for employee experience through hiring, training, onboarding, performance management and appraisals.

Managed global team of 16 Technical Support Engineers specializing in VMware vSphere products delivering superior customer support to enterprise-level clients worldwide. Executed full talent lifecycle management including hiring, onboarding, professional development, coaching, and mentoring while leading global strategic initiatives across distributed teams. Optimized workload prioritization and resource allocation strategies, consistently meeting and exceeding SLAs while maintaining exceptional customer satisfaction scores. Handled critical customer escalations and managed dedicated account partnerships providing tailored engagements for high-value enterprise clients. Developed performance optimization strategies based on self-built reports resulting in measurable improvements in team efficiency and customer satisfaction metrics. Collaborated with software development teams implementing formal feedback mechanisms for incident management, root cause analysis, and resolution processes. Spearheaded cross-domain collaboration initiatives and led vulnerability playbook creation and delivery across the EMEA region.

Directed team of 18 technical support specialists providing comprehensive assistance for Apple's hardware and software product portfolio. Analyzed support metrics and KPIs leveraging customer feedback data to identify improvement opportunities and implement targeted corrective actions. Designed and delivered training programs enhancing technical competencies and product knowledge across support team members. Implemented real-time monitoring systems and service level agreements maintaining high-performance standards and meeting organizational targets. Conducted comprehensive performance management including regular check-ins, one-on-one meetings, coaching sessions, quarterly development reviews, and annual performance evaluations. Managed operational logistics including schedule optimization, leave requests, medical accommodations coordination with HR and occupational health departments.

Provided expert technical support via phone and screen-sharing sessions, maintaining case ownership through resolution while meeting all customer commitments. Mentored Tier 1 staff facilitating knowledge transfer and issue resolution capabilities across the support organization. Collaborated with engineering teams submitting detailed tickets for trending and emerging issues, contributing to product improvement initiatives. Maintained compliance excellence adhering to standard operating procedures, call handling guidelines, privacy policies, and GDPR requirements. Demonstrated technical expertise across Apple's complete product ecosystem including Mac, iPhone, iPad, HomePod, Apple TV, Beats, and software applications. Consistently exceeded performance targets while delivering exceptional customer service, earning recognition for outstanding contributions.