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Technical Support Manager

4 weeks ago

Singapore APBA TG HUMAN RESOURCE PTE. LTD. Full time
Roles & Responsibilities

Responsibilities:

  • Team Leadership and Development: Supervise, train, and mentor the technical support team, fostering a positive and high-performance culture.
  • Customer Issue Management: Oversee and resolve customer issues, act as the escalation point for complex problems, and develop strategies to enhance customer satisfaction.
  • Operational Efficiency: Develop and maintain SOPs, ensure adherence to SLAs and KPIs, and implement tools to optimize support workflows.
  • Technical Guidance: Provide expert-level technical support, stay updated with industry trends, and collaborate with engineering teams to address recurring challenges.
  • Cross-Department Collaboration: Act as the bridge between support and other departments (sales, product, marketing) to ensure smooth communication and problem resolution.
  • Strategic Planning: Plan for business growth by scaling support operations, budgeting resources, and aligning service policies with company goals.
  • Metrics & Reporting: Monitor key support metrics (e.g., CSAT, NPS, resolution time), analyze trends, and present insights to senior management for continuous improvement.

Requirements:

  • Minimum 5 years of experience in technical support, IT management, or customer service roles.
  • Strong hands-on experience with software, hardware, networking, and system troubleshooting.
  • Proficiency in relevant technologies: Windows, Linux, macOS, AWS, Azure, Google Cloud, and ticketing/CRM tools (e.g., Zendesk, Salesforce).
  • Familiarity with ITIL frameworks or similar methodologies; relevant certifications (e.g., CompTIA A+, AWS Solutions Architect, CCNA) are a plus.
  • Excellent communication and leadership skills, with the ability to translate technical concepts to non-technical audiences.
  • Strong project management, strategic planning, and conflict resolution abilities.
  • A passion for delivering high-quality service, with a proactive approach to identifying and mitigating potential support risks.

To Apply, please kindly email your updated resume to weizhe.teoh@tg-hr.com

Regret to inform that only shortlisted candidates will be notified.

CEI: R25127749

EA License: 14C7275

Tell employers what skills you have

MacOS
Strategic Planning
Troubleshooting
CCNA
Conflict Resolution
Ticketing Systems
Team Leadership
Zendesk
Networking
Windows
Google Cloud
Customer Satisfaction
Cloud
ITIL
IT Management
DNS
Linux
Firewalls
Technical Support