Technical Support Manager

Support Operations Management

• Plan, organize, and manage day-to-day technical support operations.
• Ensure timely resolution of technical incidents, service requests, and system issues.
• Establish, monitor, and improve support workflows, escalation procedures, and service-level agreements.
• Coordinate with infrastructure, development, and third-party vendors for issue resolution.

Team Leadership and Supervision

• Lead, supervise, coach, and evaluate technical support staff.
• Assign workloads, set priorities, and ensure proper staffing coverage.
• Conduct performance reviews and identify training and development needs.
• Foster a customer-oriented and results-driven support culture.

Incident and Problem Management

• Oversee troubleshooting of hardware, software, network, and application issues.
• Analyze recurring incidents and implement root-cause analysis and preventive measures.
• Ensure proper documentation of incidents, resolutions, and known errors.

Systems, Tools, and Process Improvement

• Implement and manage help-desk or ticketing systems and monitoring tools.
• Develop and maintain technical documentation, knowledge bases, and standard operating procedures.
• Recommend improvements to systems, processes, and technologies to enhance support efficiency.

Stakeholder and Client Coordination

• Serve as the primary escalation point for critical or complex technical issues.
• Communicate system status, outages, and resolutions to management and stakeholders.
• Coordinate with clients, departments, and vendors to ensure service continuity.

Reporting and Compliance

• Prepare regular reports on support performance, ticket trends, and SLA compliance.
• Ensure adherence to IT policies, security standards, and data-privacy regulations.
• Support audits and compliance requirements related to IT operations.

Education

• Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field.
• Relevant certifications such as ITIL, CompTIA, Microsoft, or Cisco are an advantage.

Experience

• At least five years of experience in technical support or IT operations.
• At least two to three years in a supervisory or managerial role.
• Experience managing help-desk teams, ticketing systems, and service-level targets.

Skills and Competencies

• Strong leadership and people-management skills.
• Solid knowledge of IT infrastructure, applications, databases, and networks.
• Excellent problem-solving and analytical abilities.
• Strong communication and stakeholder-management skills.
• Ability to manage multiple priorities under pressure.
• Customer-service mindset with attention to detail.

• Ticket resolution time and SLA compliance.
• First-contact resolution rate.
• Recurring incident reduction.
• User and client satisfaction ratings.
• Team productivity and performance metrics.
• System uptime and support availability.

• WFH, hybrid, or remote arrangement depending on organizational policy.
• May require on-call support or extended hours during critical incidents or system rollouts.