Job Description

Minimum requirements for the role:

• A bachelors degree in information technology, Engineering, or a related field is preferred for this role.
• Previous (7+ years) experience working in technical support, customer success, or a related role, within a (at least 5 years) managerial position.
• Must have proven experience managing technical support teams, with a strong understanding of how customer support impacts business success.
• The successful candidate must have excellent communication, leadership, and conflict management skills.
• Strong technical troubleshooting abilities with a broad knowledge of IT systems, product rollout processes, and software testing.
• Previous experience with KPI management, client contract requirements, and commercial strategies.
• Must be proficient in helpdesk ticketing systems, CRM tools, and management software.
• E-mail CV to

The successful candidate will be responsible for:

• Leading and overseeing the technical and support team whose responsibilities include product rollouts, client setups, customer support, device repairs, quality control, fault diagnosis etc.
• Ensuring overall performance of the department, driving the success of the department by holding team members accountable and aligning customer support efforts with the companys commercial objectives.
• Responsible for ensuring that client contractual obligations are met, KPIs are achieved, and that ongoing staff training is provided.
• Managing and supervising a team responsible for product rollouts, setup, and post-deployment support.
• Overseeing daily operations, ensuring KPIs and targets are met, holding team members accountable for their performance.
• Conducting regular performance reviews, set clear expectations, and cultivate a results-oriented culture.
• Managing the teams handling of client tickets, support calls, and troubleshooting.
• Ensuring timely resolution of customer complaints, maintaining a high level of customer satisfaction and retention.
• Aligning the departments objectives with the companys strategy to ensure customer success supports commercial growth.
• Overseeing device repairs, replacements, and quality control processes to ensure the highest standards are maintained.
• Implementing and monitoring testing and bug reporting procedures for new product deployments and updates.
• Ensuring that team members are appropriately trained on new technologies, processes, and customer service techniques.
• Providing coaching and development opportunities, fostering a culture of continuous learning.
• Ensuring that all customer contract requirements are met within the technical support team.
• Maintaining compliance with internal policies and external regulations, ensuring contractual obligations are fulfilled.
• Leading conflict resolution within the team and with clients, ensuring that issues are addressed promptly and effectively.
• Creating an environment where feedback is encouraged, and team members are empowered to find solutions.
• Identifying opportunities for improving processes and efficiencies within technical operations.
• Collaborating with senior management to align technical support with business growth and client success strategies.
• E-mail CVs to

Salary package, including benefits, is highly negotiable depending on experience gained.

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