Technical Support Manager

As a Technical Support Manager, you will be responsible for leading a team of technical support specialists. Your role will involve managing customer escalations, ensuring the team meets performance targets, and implementing strategies to improve customer satisfaction and support efficiency

.The Technical Support Manager is responsible for leading the Level 1 to 3 technical support team, ensuring efficient incident resolution, optimal service delivery, and exceptional customer experience. This role manages team performance, and drives continuous improvement in alignment with service management best practices. The Technical Support Manager supervises, coaches, and mentors engineers while maintaining high standards of customer satisfaction.

You are required to know SD WAN functionalities, Managed network services, Telecom structure

Responsibilities

• Manage and lead a team of technical support specialists.
• Oversee the resolution of escalated technical issues.
• Track and analyze support team performance metrics.
• Develop and implement support processes and procedures.
• Collaborate with other departments to address customer needs.
• Provide training and development opportunities for the support team.
• Handle customer complaints and ensure high levels of customer satisfaction.
• Prepare and present regular reports to senior management.
• QualificationsBachelor’s degree in a relevant field or equivalent experience.
• Proven experience in a technical support management role.
• Strong leadership and team management skills.
• Excellent problem-solving and analytical abilities.
• Experience with customer service software and tools.
• Strong verbal and written communication skills.
• Ability to work in a fast-paced and high-pressure environment.
• Customer-oriented mindset with a focus on quality service.
• SkillsTechnical troubleshooting
• Team management
• Customer service
• Incident management
• Communication
• Analytical thinking
• Process improvement
• CRM software

PLEASE NOTE: This is not an exhaustive list of all duties, responsibilities and requirements of the position described above. Other functions may be assigned, and management retains the right to add or change duties at any time.

Success Profile

The ideal candidate is a hands-on leader who thrives in operational environments and isn't afraid to dig into the details. You bring structure, accountability, and a relentless focus on continuous improvement. You excel at translating strategic goals into daily execution, using data to drive decisions, and addressing performance issues head-on. You believe in empowering your team through clear expectations, consistent feedback, and a culture where excellence is the standard.

Physical Demands

This position often requires sitting for long periods of time, standing, walking, using hands and arms, handling office equipment, speaking, listening, and high-level cognitive thinking. Must be able to use a computer and other office machinery including copiers, scanners and computer software.

Working Environment

This is a remote position with occasional travel required (10-20%). The role may require extended hours and participation in after-hours on-call rotation to support 24x7 helpdesk operations.

Accommodations

Reasonable accommodations may be made to enable people with disabilities to perform the essential functions of the job.