Technical Support Manager (IT Operations & Customer Experience)

Job Summary:

An experienced technical support leader to drive service excellence, scale operations, and ensure high customer satisfaction through effective team and process management.

Responsibilities

• Lead, mentor, and develop the technical support team to maintain high productivity and engagement.
• Set clear performance goals, conduct training, and manage recruitment, onboarding, and evaluations.
• Oversee customer issue resolution and act as the escalation point for complex technical cases.
• Develop and refine customer support strategies to improve service quality and satisfaction.
• Establish, maintain, and enforce Standard Operating Procedures (SOPs) for support operations.
• Ensure compliance with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Implement and optimise ticketing, monitoring, reporting, and communication tools.
• Analyse su...