Technical Support Manager

Description

Summary: Biddakuthir Support is seeking an experienced, analytical, and hands-on Technical Support Manager to lead, scale, and optimize technical support operations across L1, L2, and L3 teams. Highlights: 1. Lead and optimize L1, L2, and L3 technical support operations 2. Drive continuous improvement in customer satisfaction and resolution times 3. Collaborate with engineering and product teams to resolve issues **Job Title**: Technical Support Manager **Company:** Biddakuthir Support **Employment Type:** Full\-Time About Biddakuthir Support Biddakuthir Support provides end\-to\-end technical support, customer care, and service desk operations across digital products, IT systems, and connectivity platforms. Dedicated to operational excellence, we ensure high service availability, rapid issue resolution, and an exceptional customer support experience for global users and clients. Role Overview We are seeking an experienced, analytical, and hands\-on Technical Support Manager to lead, scale, and optimize our technical support operations. In this role, you will oversee L1, L2, and L3 technical support teams, manage incident response workflows, enforce SLA/KPI performance, and refine support processes. You will serve as the primary escalation point for critical technical issues while driving continuous improvement in customer satisfaction and resolution times. Key Responsibilities Team Leadership \& Operations Management * **Operational Supervision:** Oversee daily technical support operations, ticket queues, and shift rosters to ensure balanced workload distribution and 24/7 or high\-availability coverage. * **Performance Management:** Track, analyze, and report on key support metrics, including First Contact Resolution (FCR), Mean Time to Resolve (MTTR), SLA compliance rates, and CSAT scores. * **Team Development:** Recruit, mentor, and train technical support leads and specialists, conducting performance evaluations and technical skills assessments. Incident Management \& Escalation * **Major Incident Handling:** Act as the primary escalation point for complex technical issues, priority outages, and critical customer tickets. * **Cross\-Functional Coordination:** Collaborate directly with software engineering, infrastructure, product management, and QA teams to escalate bugs, verify fixes, and expedite problem resolution. * **Root Cause Analysis:** Lead post\-incident reviews (PIR) to identify recurring technical issues, implement preventative measures, and refine support documentation. Process \& Quality Optimization * **Knowledge Management:** Develop and maintain internal knowledge bases, technical troubleshooting guides, standard operating procedures (SOPs), and user\-facing Help Center resources. * **System \& Tool Management:** Manage and optimize customer support ticketing tools (e.g., Zendesk, Jira Service Management, Freshdesk) and integration workflows. * **Customer Communication:** Communicate technical updates, maintenance windows, and resolution statuses clearly to non\-technical stakeholders and enterprise clients. Key Qualifications * **Experience:** Minimum 5\+ years in technical support or IT service desk operations, with at least 2–3 years in a management or leadership role within a tech or BPO environment. * **Technical Skills:** Strong background in troubleshooting network configurations, hardware/software issues, API/web service integrations, cloud infrastructure, and database queries (SQL). * **Platform Expertise:** Proven proficiency in managing helpdesk software (Zendesk, Jira, Freshdesk, or similar) and setting up automated workflows, triggers, and SLA rules. * **Leadership \& Analytical Ability:** Excellent leadership, conflict resolution, and data\-driven problem\-solving skills with a high command of operational metrics. * **Communication:** Superior verbal and written English communication skills for client\-facing interaction and internal reporting. What We Offer * Competitive executive salary package with operational bonuses * Comprehensive medical, dental, and health benefits * Paid leave allocations and holiday pay incentives * Career growth opportunities within a fast\-scaling tech support ecosystem الراتب المدفوع: ﷼١٬٢٥٠٫٠٠٠ لكل عام موقع العمل: بشكل شخصي