About the Technical Support Manager Position

We are looking for a bright Technical Support Manager to manage our technical support team. The manager will be responsible for establishing a NOC environment which will be responsible for supporting the North America-based customers and ensuring the SLA compliance.

Technical Support Manager Responsibilities

  • Manage North American technical support team and online support forums

  • Enforce policies to ensure compliance of SLAs

  • Provide level 2 support for escalated tickets

  • Implement standard methods for proper escalation of unsolved issues to the appropriate internal teams

  • Ensure proper recording and closure of all issues

  • Prepare accurate and timely reports

  • Document knowledge in the form of knowledge base tech notes and articles

  • Provide in person and virtual training sessions

Technical Support Manager Requirements

  • BS degree in Information Technology, Computer Science or equivalent

  • Proven working experience as a technical support manager in the enterprise, IT, or telecommunication space

  • Experience in supporting 4G/5G networks preferred

  • Basic knowledge of Unix/Linux systems, utilities, and scripting

  • Great problem-solving skills

  • Great client-facing skills

  • Outstanding written and verbal communication skills