Manager Technical Support
Manager Technical Support
Posted on :
21-08-2025
Employer Active
1 Vacancy
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Job Description
Requirements:
- Bachelors or Masters degree in Computer Science Information Technology or a related field.
- 4-5 years of experience in SaaS B2B in a similar capacity.
- Proven experience managing Technical Support NOC and Contact Center Operations.
- Strong leadership coaching and team-building abilities.
- Excellent reporting analytical and problem-solving skills.
- Familiarity with ITIL frameworks is a plus.
- A customer-first mindset with a strong ability to manage escalations and deliver satisfaction.
- Ability to perform under pressure and multitask effectively.
- Willingness to manage on-call support or after-hours escalations when required.
Responsibilities:
- Oversee technical support and NOC operations including managing ticket queues and ensuring SLA compliance.
- Act as the first point of escalation for complex or high-impact issues and ensure timely resolution.
- Proactively monitor systems and address incidents to maintain service uptime.
- Build and lead a high-performing team with the right mix of talent and potential to achieve organizational goals.
- Continuously coach and train the team to meet Key Performance Indicators (KPIs) and maintain motivation.
- Design training programs for Level 1 and Level 2 support engineers for smooth onboarding.
- Conduct quarterly performance appraisals and manage ongoing performance improvements.
- Foster a performance-oriented culture through positive competition and a collaborative learning environment.
- Design implement and refine support processes SOPs and NOC workflows using ITIL best practices.
- Conduct regular quality audits to ensure support interactions meet defined standards.
- Ensure shift start reports are validated daily and necessary actions are taken proactively.
- Update internal knowledge bases and training materials.
- Deliver a professional proactive and friendly support experience that strengthens customer trust.
- Engage closely with customers during the Go-Live phase ensuring they are trained and empowered to use Contegris products effectively.
- Handle customer escalations efficiently and with empathy to maintain satisfaction.
- Conduct CSAT and NPS surveys analyze feedback and recommend corrective actions to leadership.
- Work closely with Development Customer Success and Deployment teams to resolve complex queries and ensure smooth onboarding.
- Share actionable insights with cross-functional teams to continuously improve support and product experience.
- Monitor and analyze support KPIs including resolution time customer satisfaction backlog and escalations.
- Present performance reports to leadership on a weekly monthly quarterly and annual basis.
- Use data-driven insights to optimize processes and team performance.
- Understand and implement Contegriss Information Security Management System (ISMS) policies across all relevant functions.
Employment Type
Full Time
Key Skills
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