Service Manager for Premium Technical Support at VK

Conditions

• Experience as a Service Manager / similar position: from 3 years
• Location: Russian Federation, Moscow / Saint Petersburg
• Work format: remote / hybrid in Moscow / hybrid in St. Petersburg
• Salary range: 140 - 230 TK / 180-280 IP (depending on level)

Implementation of premium technical support projects for VK Tech Products

Responsibilities

— Technical support project management — Control of handling requests and SLA execution — Management of communications with clients and internal teams — Regular meetings with client representatives (remote and in-person) — Escalation management — Collection and analysis of technical support statistics, preparation of service quality reports — Incident management — Ensuring target SLA, CSAT, and RR indicators for assigned clients — Creation, development, and optimization of technical support processes — Organization of interaction between departments — Formalization of tasks for internal teams — Maintaining project reporting, meeting outcomes, and communications

Requirements

— Higher technical education in IT — General understanding of software architecture, server and network equipment — ITIL / ITSM certification — Understanding of the task management lifecycle — Experience in technical support (L1/L2/SM/PM) — Knowledge of project management principles — Experience in forming and managing SLAs — Knowledge of Jira, Confluence, Service Desk — Excellent communication skills, client focus, stress resistance — Ability to work with reports and documentation

Contacts

Telegram: @mariialenz_