Technical Support Manager

Job Title: Technical Support Manager

Department: IT & Services

Reports To: Chief Technology Officer

Experience: 10+ Years

Location: India (Remote role)

Employment Type: Full-Time

Job Summary

We are seeking an experienced Technical Support Manager to lead and oversee enterprise technical support operations. This role is responsible for managing a geographically distributed support team, ensuring timely resolution of customer issues, and driving continuous improvement in support processes and system performance.

The ideal candidate will bring strong technical expertise in infrastructure environments, excellent people management skills, and the ability to collaborate cross-functionally in a fast-paced, mission-critical environment.

Key Responsibilities

Team Leadership & Management

• Lead, mentor, and develop a team of technical support specialists.
• Manage performance, conduct regular reviews, and provide coaching.
• Oversee support operations across multiple locations.
• Ensure effective workforce planning and rotational 24/7 coverage.

Technical Support Operations

• Manage and prioritize customer support tickets across phone, chat, and email channels.
• Troubleshoot and resolve complex technical issues in business-critical systems.
• Act as Point of Contact (POC) for high-priority escalations.
• Coordinate with L2/L3 teams and external vendors for issue resolution.
• Ensure timely triage, escalation, and closure of incidents.

Infrastructure & Systems Support

• Support environments involving Linux and Windows servers.
• Manage private and hybrid cloud infrastructure environments.
• Work with hypervisors, storage systems, backup technologies, and wireless networking.
• Perform scripting (Shell) for automation and troubleshooting.

Cross-Functional Collaboration

• Work closely with Operations, Infrastructure, and Product teams.
• Coordinate with third-party vendors for upgrades and issue resolution.
• Maintain strong internal and external stakeholder relationships.

Process Improvement & Documentation

• Analyze recurring issues and identify improvement opportunities.
• Implement initiatives to reduce ticket volume and enhance customer satisfaction.
• Develop and maintain SOPs, documentation, and troubleshooting guides.

Required Skills & Experience

• 10+ years of experience in technical support leadership or similar roles.
• Strong knowledge of Linux and Windows server administration.
• Experience with hypervisors and hybrid/private cloud environments.
• Exposure to storage, backup, and wireless networking technologies.
• Experience in shift-based or 24/7 support environments.
• Strong troubleshooting, prioritization, and communication skills.
• Proficiency with ticketing systems and collaboration tools (Microsoft Teams).
• Strong working knowledge of Microsoft Office (Excel, PowerPoint, Visio).

Educational Qualification

• Bachelor’s or Master’s Degree in Computer Science, IT, Engineering, or related field.

Preferred Certifications

• CCNA
• MCSE
• CompTIA A+