Senior Project Manager

Job Title: Technical Support ManagerDepartment: IT / Customer Support Location: [Insert Location] Reports To: DGM, IT Job Summary:We are seeking an experienced and customer-focused Technical Support Manager to lead our technical support team. This role involves managing day-to-day support operations, ensuring high-quality service delivery, and maintaining customer satisfaction. The ideal candidate will have a strong technical background, excellent leadership skills, and the ability to work cross-functionally to resolve complex technical issues. Key Responsibilities: Lead and manage the technical support team, including hiring, training, performance reviews, and career development. Monitor support operations to ensure timely and effective resolution of customer issues (L1, L2, L3). Define and track support KPIs and SLAs, and implement continuous improvements. Act as an escalation point for critical technical issues. Collaborate with Product, Engineering, and QA teams to address recurring issues and improve product stability. Develop and maintain support documentation, knowledge base articles, and troubleshooting guides. Ensure the team provides excellent customer service and maintains high customer satisfaction scores. Manage support tools and ticketing systems (e.g., Zendesk, ServiceNow, Jira). Provide regular reporting on team performance, issue trends, and customer feedback. Contribute to product improvement by sharing customer feedback and support insights. Qualifications: Bachelor’s degree in Computer Science, Information Technology, or a related field. 15+ years of experience in technical support, with at least 5 years in a leadership role. Strong understanding of IT systems, cloud platforms, networking, and enterprise software. Experience with support ticketing systems and performance metrics. Excellent problem-solving, communication, and people management skills. Ability to work in a fast-paced, customer-oriented environment. ITIL certification or similar is a plus. Preferred Skills: Experience managing support for SaaS or cloud-based products. Familiarity with DevOps tools and environments. Strong analytical and project management skills. KEY SKILLS: Service Delivery & Operations Management