Technical Support Manager

4 weeks ago


مصر, Egypt SSC Egypt Full time

**Responsibilities**:

- Drives value to customers and team members by creating and sharing related knowledge.
- partners with customers to support their business strategy and goals.
- Maintain External, Internal, and the vendor SLAs. Awareness of ITIL is a plus.
- Serve as the primary escalation point for internal customers regarding issues, coordinating across all internal teams to ensure issue resolution is completed promptly.
- Provide consistent oversite on service ticket progress to ensure customer timelines and expectations are managed.
- Monitor key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction.

Provides business and technical support to customers, helps customers troubleshoot problems, and works with customers to implement and configure the product or service.
- Manage complex customer issues, coordinating appropriate technical personnel, defining work, and deadlines, and driving customer communications until the customer has confirmed issue resolution.
- Collaborate with the appropriate departments to develop and maintain a technology plan that supports customer needs.
- Accountable for the team’s delivery of timely and accurate technical solutions to customers
- Participate (or lead, when appropriate) in new technology adoption to enhance services offered to our customers
- Demonstrate an approach of continuous improvement across all areas of the work.
- Ensure depth and breadth of technical skills are maintained across the team to support customer demand.
- Partner across internal teams to vet and onboard new products and/or services
- Develop, implement, and continuously improve process documentation for the technical support team.
- Allocate and hire the right resources to ensure meeting the company SLAs.
- Manage initiatives for the team to deliver next-generation services.
- Actively participate in best practice sharing within the services organization
- Proactively explore automation and net new efficiencies, making recommendations to senior leadership

**Requirements**:
**Requirements**:

- Bachelor’s degree or four or more years of work experience
- Experience working at the Support Desk
- 3+ years of experience in a technical managerial role and IT services industry (The educational domain is a Plus.
- Experience with ticketing solutions such as Zendesk
- Prior consulting or support experience preferred.
- Prior mentoring or leadership experience preferred.



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