Technical Support Team Lead/ Manager - #1125883

Role Overview

The Technical Support Team lead/ Manager lead the technical support team, ensuring high-quality customer service, operational efficiency, and alignment with company goals. This role combines team leadership, customer support oversight, and technical expertise to drive continuous improvement.

Responsibilities:

• Team Leadership: Recruit, train, mentor, and evaluate support staff; set clear goals and performance standards.

• Customer Support: Oversee issue resolution, handle escalations, and develop strategies to enhance customer satisfaction.

• Operations: Maintain SOPs, ensure SLAs/KPIs are met, implement support tools, and optimize workflows.

• Technical Guidance: Provide troubleshooting expertise, collaborate with product/engineering teams, and stay updated on industry trends.

• Collaboration: Act as liaison with internal teams and external partners; deliver reports and insights to management.

• Strategy & Risk: Plan scalable support operations, manage budgets, enforce compliance, and mitigate risks.

• Metrics: Track and analyze support performance (CSAT, NPS, response/resolution times) to drive improvements.

Requirements:

• 5+ years in technical support, customer service, or IT management.

• Strong troubleshooting skills across software, hardware, networking, and systems.

• Proficiency in OS (Windows, Linux, macOS), networking, cloud platforms (AWS, Azure, GCP), and support tools (Zendesk, Freshdesk, Salesforce, monitoring tools).

• Familiarity with ITIL frameworks; relevant degree preferred.

• Certifications (CompTIA A+, AWS, Azure, CCNA, ITIL, ScrumMaster, Six Sigma) are an advantage.

• Excellent leadership, communication, and project management skills.

• Ability to resolve conflicts, manage escalations, and adapt in fast-paced environments.

Interested applicants, kindly furnish us with your detailed resume in MS Words format and click "Apply Now" button

We regret to inform only shortlisted candidates will be notified. Applicants who do not possess necessary experience or qualification will still be considered on individual merits and may be contacted for other opportunities.

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