About this role
The Opportunity:
We are looking for a Manager, Technical Support to lead a team of highly skilled support professionals delivering exceptional service to our global clients. In this role, you will oversee day-to-day operations, drive team performance, manage escalations, and collaborate with cross-functional teams to resolve complex technical challenges. You will play a key role in ensuring an outstanding client experience while supporting the growth and development of your team. This is an exciting opportunity for a people-focused leader who enjoys working in a fast-paced, technology-driven environment.
You are Great At:
- Leading and coaching L2 and L3 Technical Support teams to achieve operational and service excellence.
- Managing client escalations and developing action plans to drive timely resolution of complex issues.
- Building strong relationships with clients and stakeholders while delivering a client-first experience.
- Overseeing support operations, including workload prioritization, service quality, and policy compliance.
- Partnering with Product Management, Engineering, and Development teams to address critical issues and improve solutions.
- Driving continuous improvement through process optimization and standard operating procedures.
- Supporting talent activities including hiring, onboarding, performance management, and employee development.
What it Takes:
- Previous experience leading technical support, IT operations, or enterprise application support teams.
- Experience with Cyber Security, Cyber Resilience, security compliance standards, and secure enterprise architectures.
- Familiarity with SSL certificates, encryption technologies, authentication protocols, and security best practices.
- Cyber Security certifications and Digital Technology certifications are highly preferred.
- Excellent communication, stakeholder management, and problem-solving skills, with experience handling executive-level escalations.