Technical Support Manager
Share
Job Location:
Monthly Salary:
Posted on:
7 hours ago
Vacancies:
1 Vacancy
Job Summary
Location: DHA Phase 2 Islamabad Pakistan
Job Type: Full-Time Onsite
Work Schedule:
- Winter: 7:00 PM 3:00 AM
- Summer: 6:00 PM 2:00 AM
Job Overview
We are hiring an experienced Technical Support Manager to lead and scale our technical support operations. This role is ideal for a results-driven support leader with strong technical expertise excellent English communication skills and hands-on experience managing support teams SLAs and client escalations.
As a Technical Support Manager you will be responsible for overseeing end-to-end support operations ensuring high customer satisfaction and collaborating with engineering and infrastructure teams to resolve complex technical issues.
Key Responsibilities
- Lead mentor and manage a team of Technical Support Engineers
- Oversee daily technical support operations and ensure timely issue resolution
- Handle client escalations professionally with strong English communication
- Define monitor and continuously improve support processes SLAs and KPIs
- Coordinate with development QA and infrastructure teams for issue resolution
- Review and approve support tickets reports and technical documentation
- Train team members on technical troubleshooting tools and customer communication
- Monitor team performance conduct evaluations and provide regular feedback
- Ensure high levels of customer satisfaction service quality and response time
Required Skills & Qualifications
- Bachelors degree in Computer Science Information Technology or a related field
- 46 years of experience in technical support
- 12 years of experience in a Team Lead / Managerial role
- Strong technical troubleshooting and system understanding
- Excellent spoken and written English communication skills
- Proven experience managing teams and handling complex client escalations
- Strong analytical decision-making and problem-solving skills
- Hands-on experience with ticketing systems support reporting and metrics
Preferred / Nice-to-Have Skills
- Experience working in software companies or IT services
- Familiarity with support analytics SLA tracking and performance dashboards
- Experience supporting international clients or global time zones
Compensation & Benefits
- Salary Range: PKR (based on experience)
- Fuel allowance
- Medical benefits
- Food & accommodation support
- Stable long-term role with growth opportunities
Why Join Us
- Leadership role with real ownership and impact
- Work with international clients and technical teams
- Supportive management and performance-driven culture
- Opportunity to grow into senior operations or service leadership roles
Key Skills
- Dhcp
- SQL
- Active Directory
- VOIP
- VMware
- Customer Service
- Windows
- Trouble Shooting
- Java
- VPN
- Sharepiont
- hardware
- Dns
- Technical Support
- Software Applications
