Technical Support Manager

 Job Title: Technical Support Manager
Department: Information Technology / Customer Support
Reports To: Head of IT / Operations Manager / Director for Technology
Employment Type: Full-Time
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Job Summary
The Technical Support Manager is responsible for planning, leading, and overseeing the technical support function of the organization to ensure reliable, timely, and high-quality support services for internal users and/or external clients. This role manages support staff, establishes service standards, enforces operational procedures, and ensures that technical issues are resolved efficiently while maintaining high levels of customer satisfaction and system stability.
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Duties and Responsibilities
Support Operations Management
• Plan, organize, and manage day-to-day technical support operations.
• Ensure timely resolution of technical incidents, service requests, and system issues.
• Establish, monitor, and improve support workflows, escalation procedures, and service-level agreements (SLAs).
• Coordinate with infrastructure, development, and third-party vendors for issue resolution.
Team Leadership and Supervision
• Lead, supervise, coach, and evaluate technical support staff.
• Assign workloads, set priorities, and ensure proper staffing coverage.
• Conduct performance reviews and identify training and development needs.
• Foster a customer-oriented and results-driven support culture.
Incident and Problem Management
• Oversee troubleshooting of hardware, software, network, and application issues.
• Analyze recurring incidents and implement root cause analysis and preventive measures.
• Ensure proper documentation of incidents, resolutions, and known errors.
Systems, Tools, and Process Improvement
• Implement and manage helpdesk/ticketing systems and monitoring tools.
• Develop and maintain technical documentation, knowledge bases, and standard operating procedures.
• Recommend improvements to systems, processes, and technologies to enhance support efficiency.
Stakeholder and Client Coordination
• Serve as the primary escalation point for critical or complex technical issues.
• Communicate system status, outages, and resolutions to management and stakeholders.
• Coordinate with clients, departments, and vendors to ensure service continuity.
Reporting and Compliance
• Prepare regular reports on support performance, ticket trends, and SLA compliance.
• Ensure adherence to IT policies, security standards, and data privacy regulations.
• Support audits and compliance requirements related to IT operations.
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Qualifications
Education
• Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field.
• Relevant certifications (e.g., ITIL, CompTIA, Microsoft, Cisco) are an advantage.
Experience
• At least 5 years of experience in technical support or IT operations.
• At least 2–3 years in a supervisory or managerial role.
• Experience managing helpdesk teams, ticketing systems, and service-level targets.
Skills and Competencies
• Strong leadership and people management skills.
• Solid knowledge of IT infrastructure, applications, databases, and networks.
• Excellent problem-solving and analytical abilities.
• Strong communication and stakeholder management skills.
• Ability to manage multiple priorities under pressure.
• Customer-service mindset with attention to detail.
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Key Performance Indicators (KPIs) (Indicative)
• Ticket resolution time and SLA compliance
• First-contact resolution rate
• Recurring incident reduction
• User/client satisfaction ratings
• Team productivity and performance metrics
• System uptime and support availability
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Working Conditions
• WFH, hybrid, or remote work arrangement depending on organizational policy.
• May require on-call support or extended hours during critical incidents or system rollouts.