Technical Support Manager

Position Overview

We are looking for a seasoned Technical Support Manager to join our Information Technology Department. The successful applicant will oversee technical support services, guide support teams, and develop protocols to ensure continuous, high-quality technical service delivery that boosts user satisfaction throughout all company branches.

Primary Duties

• Direct and supervise technical support activities to maintain high service quality standards.
• Administer the technical support platform, ensuring prompt handling of user requests as per established Service Level Agreements (SLAs).
• Lead and coach technical support teams in various branches, providing essential technical support and guidance.
• Manage and monitor the lifecycle of technical assets effectively.
• Identify and analyze recurring technical challenges and recommend effective solutions.
• Generate regular reports and monitor key performance indicators related to technical support services.
• Collaborate with other technical teams to maintain service continuity and pursue enhancements.

Required Qualifications and Experience

• Bachelor's degree in Information Technology, Computer Science, or a closely related area.
• A minimum of five years' experience in technical support or IT service management roles.
• Proven experience managing technical support teams and Service Desk platforms.
• Familiarity with technical asset management and SLAs.
• Fluency in both Arabic and English, in spoken and written form.
• Proficiency in Microsoft Office and IT service management tools.

Preferred Credentials

• Certification such as ITIL Foundation or a comparable qualification.
• Experience within multi-branch organizations or the education sector.
• Expertise in managing IT assets and ticketing systems.

Essential Skills

• Strong leadership and supervisory abilities in technical environments.
• Excellent customer service and user relationship management capabilities.
• Competence in problem analysis and effective decision-making.
• Time management skills and the ability to prioritize tasks efficiently.
• Good communication and teamwork skills.
• Capacity to function well under pressure and a commitment to improving service quality.