Technical Support Manager

About the role We are looking for an experienced and customer-focused Technical Support Manager to lead our Managed Services and Helpdesk team, ensuring exceptional service delivery and 24x7 operational support for our enterprise customers.

Lead, mentor, and develop a team of support engineers and helpdesk specialists. Manage shift schedules, standby rosters, and resource planning to ensure continuous service coverage. Foster a high-performance, customer-centric support culture.

Own incident management, escalation processes, and SLA performance. Serve as the primary escalation point for critical customer issues and service disruptions. Drive incident resolution, root cause analysis, and preventive improvement initiatives.

Build trusted relationships with customers and key stakeholders. Conduct regular service review meetings to discuss service performance, incidents, enhancement requests, and continuous improvement opportunities. Prepare and present service reports, KPI reviews, and operational updates.

Coordinate maintenance activities, system upgrades, and change management processes with customers, internal teams, and technology partners such as Genesys. About you Higher Diploma or Bachelor's Degree in Information Technology, Computer Science, Engineering, or a related discipline. Minimum 6 years of experience in technical support, managed services, or IT service delivery.

At least 3 years of experience leading and managing a technical support or servi