Manager - Operations - Technical Support

Position Overview

We are seeking an experienced and dynamic Manager – Operations for our Technical Support division. The ideal candidate will lead a team of technical support professionals, ensuring high-quality service delivery, operational excellence, and continuous improvement in customer experience. This role requires strong leadership skills, a deep understanding of technical support processes, and the ability to manage operations in a fast-paced environment.

Key Responsibilities

• Lead and manage day-to-day operations of the technical support team to meet SLAs and KPIs.
• Drive performance management, coaching, and mentoring to ensure team effectiveness and skill enhancement.
• Monitor and analyze operational metrics to identify gaps, implement process improvements, and optimize resource utilization.
• Collaborate with cross-functional teams to resolve escalations and deliver prompt, effective solutions to customers.
• Implement best practices, knowledge management systems, and training programs to enhance service quality.
• Ensure compliance with organizational policies, security protocols, and industry standards.
• Prepare and present regular operational reports to senior management with actionable insights.
• Foster a customer-centric culture and promote continuous improvement in service delivery.