Technical Support Manager

We are looking for an experienced Customer Technical Support Manager to oversee our customer support team in providing exemplary technical support (both HW and software products) to our clients. You will be responsible for training, supporting, and leading your team. You will also be required to manage ticket escalation and resolve any technical issues. To be successful as a help desk manager you should have excellent interpersonal and conflict management skills. Ultimately, a top-notch help desk manager should be able to ensure that our clients receive professional and efficient technical support.

Managing and supporting a team of help desk technicians who support both hardware and software product for the security and access control industry. Mentoring your team, providing training, and conducting performance evaluations. Monitoring team performance and developing feedback reports for management. Communicating with clients and providing phone support, if required. Troubleshooting and resolving technical issues. Managing escalations and ensuring any issues are resolved in a timely manner. Making recommendations to improve operational efficiency.

At least 5 years of experience as a Technical Support Manager. Strong technical background with experience in hardware and software. Excellent analytical and troubleshooting skills, with networking (wireline and wireless) a plus. Ability to work under pressure. Excellent leadership and people management skills. Strong customer service skills.

Work in an established company who is going through a growth mode but is not a high pressure environment. Typical working hours without off hours responsibilities.