Technical Support Manager (5-10 yrs)

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 resolution.

Qualifications :

- 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.