We are seeking an experienced and results-oriented Technical Support Manager to lead our technical support operations and ensure the delivery of high-quality, efficient, and customer-focused technical support services.

The successful candidate will be responsible for leading the technical support team, managing daily operations, handling escalations, monitoring performance, and continuously improving support processes and service quality.

Key Responsibilities

· Lead, manage, and develop the Technical Support team.

· Oversee daily support operations and ensure timely and effective resolution of technical issues.

· Establish, monitor, and improve key performance indicators (KPIs), service level agreements (SLAs), response times, and customer satisfaction.

· Manage complex and critical technical escalations and ensure appropriate resolution.

· Develop and maintain technical support procedures, processes, and best practices.

· Collaborate closely with IT, Engineering, Product, and other internal departments to resolve technical issues and improve service delivery.

· Analyze support performance, identify trends and recurring issues, and implement corrective actions.

· Identify team training and development requirements and support continuous professional development.

· Ensure a consistent, professional, and customer-focused support experience.

· Prepare and present regular operational and performance reports to management.

Requirements

· Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field.

· Minimum of 5 years of experience in technical support, with proven experience in a supervisory or management position.

· Strong technical troubleshooting and problem-solving skills.

· Proven experience managing and developing technical support teams.

· Strong understanding of IT support operations, KPIs, SLAs, and service management principles.

· Excellent leadership, communication, organizational, and interpersonal skills.

· Strong ability to manage escalations and perform effectively under pressure.

· Customer-oriented mindset with a strong focus on service quality.

· Experience with ticketing systems and technical support tools.

· Excellent written and verbal English communication skills.

What We Are Looking For

We are looking for a professional and proactive leader who combines strong technical knowledge with excellent people-management skills and a customer-focused approach. The ideal candidate will be capable of driving operational excellence while building and developing a high-performing technical support team.