Manager

Job Description

The Technology – You’ll get the chance to work with leading-edge technologies and take on complex and interesting projects, as part of highly collaborative and agile teams. You will work alongside SOTI’s partners which include leading tech giants that will keep you on the cusp of emerging technologies.

What You Will Do

• Lead and manage a team of Team Leads and Technical Support Engineers across L1 to L3 support
• Conduct regular one-on-one meetings to drive performance, engagement, and career development
• Ensure adherence to SLAs, response times, and overall service quality standards
• Monitor support queues, escalations, and resolution effectiveness to maintain operational excellence
• Prepare and present monthly performance reports, including key metrics, insights, and improvement plans
• Coach and develop team members to enhance technical capability, productivity, and career progression
• Ensure teams are equipped with the right tools, resources, and knowledge for efficient operations
• Collaborate with cross-functional teams such as Product, Engineering, and Customer Success to improve processes and customer outcomes
• Drive continuous improvement by identifying gaps, optimizing workflows, and updating documentation
• Support workforce planning, capacity management, and shift alignment to meet business demands
• Act as an escalation point for critical issues and ensure timely resolution
• Demonstrate flexibility to accommodate early or late calls and meetings based on business and regional requirements

Experience You Will Bring

• Degree or Diploma in Computer Networking, Information Technology, Computer Science, or a related technical field
• 8+ years of experience in technical support, including at least 3+ years in a leadership or management role
• Strong understanding of technical support operations, including SLA management and escalation handling
• Proven problem-solving ability with a structured and analytical approach
• Strong leadership qualities with the ability to coach, mentor, and motivate teams
• Ability to thrive in a fast-paced, dynamic environment with a focus on results and continuous improvement
• Knowledge of mobile computing platforms, including Windows, iOS, Android, and legacy systems such as Blackberry
• Understanding of networking fundamentals, databases, and enterprise software environments
• Experience with Mobile Device Management (MDM) solutions is an advantage
• Working knowledge of Microsoft SQL or similar database technologies is preferred

Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
#GraphicDesignJobsOnl
#WebDesignRemoteJobs
#FreelanceGraphicDesigner
#WorkFromHomeDesignJobs
#OnlineWebDesignWork
#RemoteDesignOpportunities
#HireGraphicDesigners
#DigitalDesignCareers
# Dynamicbrand gurun