Manager, Technical Support
Core
Lead and develop a high-performing technical support team to ensure exceptional customer experience and operational excellence for enterprise clients.
Role type
Manager, Technical Support
Builds
Enterprise mobile and IoT management solutions
Domain
Mobile and IoT management
Deliverable
client delivery
Required skills
Team leadership, technical troubleshooting, SLA management, incident management, stakeholder management, process improvement, data analysis, knowledge management
Preferred skills
Mobile device management solutions experience, Microsoft SQL
Technologies
Salesforce, Jira, Power BI, Windows Mobile, iOS, Blackberry, Android
Responsibilities
Manage and lead Team Leads and Support Engineers (L1–L3), handle escalations and major incidents, coordinate with engineering and product teams, build SOPs and playbooks, track key metrics like SLA and CSAT, maintain internal knowledge base, align support hours with ANZ business timings
Seniority
Manager, hands-on leadership
