Technical Support Manager

Key Responsibilities

• Lead and mentor the technical support team, fostering a culture of continuous improvement and customer satisfaction.
• Oversee the development and implementation of support processes, ensuring alignment with organizational goals.
• Collaborate with cross-functional teams, including Engineering and Product, to address technical challenges and improve product supportability.
• Analyze support metrics to identify trends, drive performance improvements, and report on team performance to senior management.
• Manage escalated customer issues, ensuring timely and effective :
• Bachelors degree in Computer Science, Information Technology, or a related field.
• Proven experience in technical support or IT management, with a track record of leading high-performing teams.
• Strong leadership and team management skills, with the ability to motivate and develop team members.
• Excellent communication and interpersonal abilities, capable of working effectively across departments.
• Solid technical background and problem-solving skills, with proficiency in support ticketing systems and CRM tools.