Technical Support Manager

Description

Summary: Seeking a results-driven Technical Support Manager to lead the technical support team, oversee operations, resolve complex issues, and drive continuous improvement in service delivery and customer satisfaction. Highlights: 1. Lead and mentor a technical support team 2. Oversee daily support operations and resolve complex issues 3. Drive continuous improvement in service delivery **Job Overview** We are seeking a skilled and results\-driven Technical Support Manager to lead our technical support team and ensure high\-quality assistance for customers and internal stakeholders. This role is responsible for overseeing support operations, resolving complex technical issues, and driving continuous improvement in service delivery and customer satisfaction. **Key Responsibilities** * Lead, mentor, and manage the technical support team, including hiring and performance management * Oversee daily support operations and ensure timely resolution of technical issues * Handle escalated and complex technical cases across hardware, software, or systems * Develop and implement support processes, workflows, and best practices * Monitor key performance metrics (SLA, response time, resolution time, ticket backlog) * Collaborate with engineering, product, and IT teams to resolve systemic issues * Manage and optimize support tools (ticketing systems, knowledge base, remote tools) * Ensure proper documentation of issues, solutions, and troubleshooting guides * Conduct root cause analysis and implement preventive measures * Train and upskill team members on new technologies and support techniques **Qualifications** * Bachelor’s degree in Information Technology, Computer Science, or a related field * 5–8\+ years of experience in technical support, IT support, or helpdesk roles * 2–4\+ years of experience in a leadership or managerial position * Strong technical background (systems, networking, software, or cloud platforms) * Experience with support tools (e.g., Zendesk, Jira Service Management, ServiceNow) * Excellent troubleshooting and problem\-solving skills * Strong leadership, communication, and organizational abilities * Ability to manage multiple priorities in a fast\-paced environment نوع الوظيفة: لحديثي التخرج الراتب المدفوع: QAR٢٤٬٠٠٠٫٠٠ لكل شهر موقع العمل: بشكل شخصي