Project manager technical support vs support lead

Differences between project manager technical support and support lead duties and responsibilities

Project manager technical support example responsibilities.

• Manage lifecycle of incidents in adherence to ITIL framework of best practices.
• Manage and coordinate engineers in the network support environment consisting of UNIX and Novell servers, Cisco routers and switches.
• Manage external vendors including QA and software development studios to help expedite increase project workload.
• Manage large scale/multi-team projects for multi-million dollar clients requesting international VPN, frame relay, multiprotocol or SNA connectivity.
• Review, evaluate and formulate project plans, while keeping PMO industry and ITIL standards, schedules and budgets.
• Review SLA and operational metrics with customers.
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Support lead example responsibilities.

• Manage chemical and gas specifications, ensuring they are in line with ISO requirements.
• Lead a team of services professionals to provide store operations and point-of-sale (POS) hardware and software solutions.
• Develop and manage a unify desktop/notebook PC image.
• Manage ticket queues and prioritize escalations base on establish SLA's and resource availability.
• Manage data mapping from legacy CRM systems, including creating data mapping documentation in preparation for migration to Salesforce.com.
• Develop and maintain UNIX / Linux shell scripts to ensure smooth system operations and to facilitate critical reporting to security teams.
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