Technical Support Manager

Sber is a leading financial institution in Russia, providing a wide range of banking and financial services.

• Organizing the work of the technical support department 16/5: task setting, control of execution, implementing solutions to improve employee efficiency. • Developing proposals to improve the support service, including calculating needs for technical and personnel resources. • Forming and developing the team: training, motivation, engaging employees in company processes. • Regular reporting on the department's performance. • Controlling the process of handling incoming requests and timely execution of user inquiries (SLA). • Interacting with related departments to establish the process of handling and executing requests (KB, Infrastructure, HR, Document Management, Development, etc). • Organizing VIP technical support. • Preparing and updating technical documentation, user instructions, internal regulations of the team. • Creating and updating the user knowledge base. • Adapting new employees. • Interacting with users, protecting their interests, establishing remote service through various channels (calls, chats, AI agents). • Solving complex and non-standard situations arising during support. • Updating the catalog of request templates. • Accounting, inventory, control, and timely servicing of the company's IT assets (printers, ARMs, modems, tablets, licenses, etc). • Interacting with contractors providing communication services, equipment supply, and maintenance. Controlling monthly payment deadlines and contract expiration dates. • Preparing technical documentation for software and equipment procurement. • Organizing quarterly and annual company video conferences.

• Higher technical education. • Experience in managerial positions in technical support for at least 3 years. Ability to form a team from scratch, train employees, control their work and efficiency (KPI). • Experience with ITSM/Service Desk systems (Jira, Zendesk, OTRS, etc). • Ability to establish request processing (SLA) and remote service processes. • Understanding of network principles, OS Windows, Linux, MacOS, hardware, basic administration skills. • Deep knowledge of modern technologies, software, and hardware. • Confident use of automation, analytics, and reporting tools. • Knowledge of information security basics and digital hygiene. • Negotiation and conflict resolution skills. • Leadership qualities, ability to motivate and develop the team. • Stress resistance, ability to make decisions in uncertain conditions. • Analytical thinking, ability to quickly find and process information. • High degree of responsibility and result orientation. • Instrumental proficiency in AI for analysis, generation, and automation.

Sber (formerly Sberbank of Russia) is the largest bank in Russia and Central and Eastern Europe, providing commercial and retail banking services including corporate loans, asset management, online banking, and financial services to institutions.