Manager of Technical Support

Role & responsibilities

• Lead, supervise, and develop a diverse team of technical support professionals.
• Design and implement inclusive support strategies, policies, and procedures.
• Monitor and enhance team performance metrics, including response times, resolution rates, and customer satisfaction scores.
• Establish and maintain performance standards and training programs to support professional growth.
• Conduct regular performance reviews and provide constructive, actionable feedback.
• Collaborate with cross-functional teams to address and resolve complex technical challenges.
• Analyze support trends and propose systemic improvements to enhance products or services.
• Escalate critical issues to the appropriate departments and ensure prompt resolution.
• Manage support resources effectively, optimizing team utilization and productivity.
• Oversee the implementation and maintenance of customer support tools and technologies.
• Ensure comprehensive documentation of support processes and maintain up-to-date knowledge bases.

Preferred candidate profile

Required Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 10+ years of experience in technical support.
• 5+ years of experience in management or team leadership roles.
• Ability to work IST night shift (5:30pm - 2:30am IST).
• Strong knowledge of technical support best practices.
• Excellent communication and interpersonal skills, with the ability to work effectively across diverse teams.
• Demonstrated ability to lead, motivate, and inspire teams to achieve goals.
• Advanced problem-solving and analytical skills, with a focus on delivering practical solutions.
• Proficiency in using customer support software and ticketing systems.
• Demonstrated experience with cybersecurity tools and platforms, including:
  
• Security Information and Event Management (SIEM) systems
• Endpoint Detection and Response (EDR) tools
• Intrusion Detection/Prevention Systems (IDS/IPS)
• Firewall management and configuration
• Vulnerability scanning and assessment tools
• Multi-factor authentication (MFA) systems
• Familiarity with established cybersecurity frameworks, such as NIST and ISO 27001.
• Strong understanding of incident response and threat mitigation strategies.
• Proven experience in managing security-related support escalations effectively.

Desired Qualifications:

• Masters degree in a relevant field.
• Relevant IT certifications, such as CISSP, CompTIA Security+, or ITIL.
• Experience in technology, software, or hardware support environments.
• Previous experience in customer-facing technical roles, demonstrating strong communication and problem-solving skills.
• Knowledge of multiple support channels, including phone, email, chat, and self-service platforms.