Technical Support Manager

**Primary Responsibilities**:
**Team Leadership & Management**:

- Lead, supervise, and mentor the technical support team, fostering productivity and morale.
- Conduct regular training sessions to keep the team updated on new technologies and support protocols.
- Define clear goals, objectives, and performance expectations for team members.
- Oversee recruitment, onboarding, and performance evaluations to build a high-performing team.

**Customer Support**:

- Ensure prompt and effective resolution of customer issues to achieve high satisfaction levels.
- Serve as an escalation point for complex or unresolved technical problems.
- Monitor customer feedback and address recurring issues proactively to improve the customer experience.
- Develop strategies to enhance customer support operations and service levels.

**Operational Oversight**:

- Develop and maintain Standard Operating Procedures (SOPs) for technical support processes.
- Ensure compliance with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
- Implement and manage ticketing systems, reporting tools, and communication platforms.
- Analyze support trends to optimize workflows, improve efficiency, and reduce resolution times.

**Technical Expertise**:

- Maintain in-depth knowledge of the company’s products, services, and technologies.
- Guide the support team in technical troubleshooting and resolving complex issues.
- Collaborate with product and engineering teams to address recurring technical challenges and improve products.
- Stay informed about industry trends and integrate best practices into the support process.

**Communication & Collaboration**:

- Act as a bridge between the support team and other departments, such as sales, marketing, and product development.
- Provide senior management with regular updates on team performance, customer satisfaction, and operational challenges.
- Liaise with external vendors or partners to resolve third-party technical issues.
- Effectively communicate technical concepts to non-technical audiences and stakeholders.

**Strategic Planning**:

- Develop and implement strategies to scale support operations in alignment with business growth.
- Allocate resources efficiently to meet current and future support demands.
- Establish and enforce customer service policies that align with company objectives.

**Risk Management**:

- Identify risks in support processes and develop strategies to mitigate them.
- Ensure compliance with regulatory standards and data protection laws.

**Metrics & Reporting**:

- Monitor support metrics such as first-response time, resolution time, CSAT (Customer Satisfaction Score), and NPS (Net Promoter Score).
- Leverage data-driven insights to refine processes and improve service quality.

**Requirements**:
**Qualifications & Experience**:

- Bachelor’s degree in Cybersecurity, Computer Science, IT, IT Engineering, Business Administration, or related fields.
- A minimum of 5 years of experience in technical support, customer service, or IT management roles.
- Hands-on expertise in troubleshooting software, hardware, networking, and systems.
- Familiarity with ITIL frameworks or similar methodologies.

**Technical Proficiency**:

- Strong knowledge of Operating Systems (Windows, Linux, macOS), Networking Concepts (DNS, DHCP, firewalls, VPNs), and Cloud Platforms (AWS, Azure, Google Cloud).
- Proficiency with helpdesk tools (e.g., Zendesk, Freshdesk), CRM platforms (e.g., Salesforce), and monitoring tools (e.g., Nagios, SolarWinds, Datadog).

**Certifications (preferred)**:

- CompTIA A+, Azure Administrator, AWS Solutions Architect, CCNA, ITIL Foundation, ScrumMaster, or Six Sigma certifications are advantageous.

**Skills**:

- Exceptional leadership, goal setting, and performance management abilities.
- Strong organizational and project management skills, with a strategic mindset.
- Expertise in conflict resolution, adaptability, and working under pressure.
- Commitment to delivering high-quality service and maintaining customer satisfaction.
- Excellent communication and interpersonal skills for handling escalations professionally.