Technical Operations Manager – IT Products & Services
Company: Assistara Global Service Ltd.
Location: Sector 136, Noida, Uttar Pradesh
Experience: Minimum 10 Years
Employment Type: Full-time
Department: Technical Operations / Sales Operations
About Assistara Global Service Ltd.
Assistara Global Service Ltd. is looking for an experienced and result-oriented Technical Operations Manager to lead our technical operations and sales support functions.
The ideal candidate will have 10+ years of professional experience in the IT/technical products and services industry, with strong hands-on knowledge of printers, antivirus solutions, software products, computer peripherals, troubleshooting, technical support, and customer service operations.
The candidate must also have proven experience in managing and driving sales teams, achieving business targets, developing processes, and ensuring high-quality customer service.
Job Summary
As a Technical Operations Manager, you will be responsible for managing the overall technical operations while working closely with the sales team to drive revenue, customer satisfaction, productivity, and operational efficiency.
You will lead technical and sales-support teams, establish performance standards, monitor KPIs, resolve escalated technical and customer issues, and ensure that the organization delivers high-quality technical solutions and services.
The successful candidate should combine strong technical expertise with business and sales leadership skills and be comfortable managing teams in a target-driven environment.
Key ResponsibilitiesTechnical Operations
- Manage and oversee day-to-day technical operations related to printers, antivirus solutions, software, computer systems, peripherals, and other IT products/services.
- Provide technical leadership and guidance to technical support teams.
- Ensure timely resolution of complex technical issues and customer escalations.
- Develop and maintain technical troubleshooting procedures, SOPs, and escalation processes.
- Monitor technical support performance and ensure adherence to defined SLAs and quality standards.
- Identify recurring technical issues and implement corrective and preventive measures.
- Ensure effective coordination between technical support, sales, customer service, and other departments.
- Maintain strong product and technical knowledge across the team.
- Evaluate technical processes and introduce improvements to increase efficiency and customer satisfaction.
- Support the team in diagnosing printer hardware/software issues, antivirus-related problems, installation issues, configuration issues, connectivity problems, and other IT-product-related concerns.
Sales Team Management
- Lead, manage, coach, and motivate the sales team to achieve monthly and quarterly business targets.
- Develop sales strategies for IT products, technical solutions, software, antivirus, printers, and related services.
- Monitor sales performance, conversion rates, revenue, productivity, and individual/team targets.
- Conduct regular sales reviews and performance meetings.
- Identify opportunities to increase revenue through upselling, cross-selling, renewals, and customer retention.
- Work closely with the technical team to provide effective pre-sales and post-sales support.
- Ensure sales representatives have adequate product knowledge and technical understanding.
- Assist the sales team with complex technical discussions and customer presentations.
- Handle high-value customer negotiations and escalated sales cases when required.
- Develop action plans to address performance gaps and improve sales productivity.
Operations & Performance Management
- Establish and monitor operational KPIs for technical and sales teams.
- Track productivity, quality, revenue, conversion, SLA, customer satisfaction, and team performance.
- Prepare and present MIS and performance reports to senior management.
- Identify operational bottlenecks and implement solutions to improve overall efficiency.
- Manage workforce performance, attendance, discipline, productivity, and employee engagement.
- Conduct regular team meetings, performance reviews, coaching sessions, and one-on-one discussions.
- Coordinate with senior management on business objectives, operational challenges, and growth opportunities.
- Ensure compliance with company policies, processes, and quality standards.
- Build a culture of accountability, ownership, customer focus, and continuous improvement.
Required Experience & Qualifications
- Minimum 10 years of relevant professional experience in Technical Operations, IT Products, Technical Support, Sales Operations, or a related field.
- Strong hands-on experience with printers and printer-related technical support.
- Good knowledge of antivirus, software solutions, computer hardware, peripherals, networking, installation, configuration, and troubleshooting.
- Proven experience in managing and leading sales teams.
- Experience in achieving and exceeding sales and revenue targets.
- Strong understanding of technical products and their commercial applications.
- Experience handling customer escalations and complex technical issues.
- Proven ability to manage multiple teams/functions and deliver operational targets.
- Strong experience in performance management, reporting, and KPI tracking.
- Excellent communication and interpersonal skills.
- Strong leadership, analytical, negotiation, and problem-solving capabilities.
- Good working knowledge of MS Office, Excel, PowerPoint, CRM systems, and reporting tools.
Preferred Candidate Profile
The ideal candidate will be someone who:
- Has 10+ years of experience in the IT/technical products industry.
- Has strong practical knowledge of printers, antivirus, software, hardware, and related IT solutions.
- Has previously managed technical support and/or sales teams.
- Understands both technical operations and commercial sales objectives.
- Is comfortable working with targets, KPIs, MIS, and performance dashboards.
- Can effectively bridge the gap between technical teams and sales teams.
- Has excellent customer-handling and escalation-management skills.
- Is proactive, commercially aware, and highly accountable.
- Can develop people while maintaining a strong focus on business results.
Key Performance Indicators
The Technical Operations Manager will be responsible for driving improvements across:
- Technical Resolution & First-Time Resolution
- Customer Satisfaction (CSAT)
- SLA & Response Time
- Team Productivity
- Sales Revenue
- Sales Conversion
- Upselling & Cross-Selling
- Customer Retention
- Team Performance & Attendance
- Quality & Process Compliance
- Escalation Resolution
- Operational Efficiency
What We Offer
- Leadership opportunity in a growing organization.
- Exposure to both technical operations and sales management.
- Opportunity to build and lead high-performing teams.
- Professional and performance-driven work environment.
- Career growth and leadership development opportunities.
- Opportunity to contribute directly to business growth and operational strategy
Pay: ₹95,000.00 - ₹140,000.00 per month
Benefits:
- Food provided
- Health insurance
- Life insurance
- Paid sick time
- Paid time off
- Provident Fund
Work Location: In person
