Support manager

We are seeking a highly motivated and experienced Support Manager to lead our support operations. This role is key to ensuring customer satisfaction, driving operational efficiency, and building a high-performing support team. The ideal candidate will have strong leadership skills, a solid technical background, and a passion for delivering excellent customer service.

Key Responsibilities

Lead, supervise, and develop the technical support team

Define objectives, assign responsibilities, and monitor team performance.

Ensure compliance with Service Level Agreements (SLAs) for response and resolution times.

Manage escalated or critical customer cases, ensuring prompt and effective solutions.

Establish and monitor KPIs, preparing regular reports for management.

Optimize support processes, including ticket assignment, follow-up, and root cause analysis.

Collaborate with product, development, and operations teams to address recurring issues.

Plan and manage the support department’s resources and budget.

Promote compliance with company policies, information security, and industry standards (e.g., ITIL, ISO).

Drive initiatives for continuous improvement, automation, and customer satisfaction.

Requirements

Bachelor’s degree in Computer Science, Engineering, IT, or a related field.

Proven experience (3+ years) in technical support, with at least 2 years in a leadership or managerial role.

Strong knowledge of support processes, IT service management, and ticketing tools.

Excellent problem-solving, organizational, and communication skills.

Ability to lead and motivate a team in a fast-paced, customer-focused environment.

Advanced English proficiency (both written and spoken).

What We Offer

Competitive salary aligned with experience and responsibilities.
Professional growth opportunities within a dynamic and innovative company.

A collaborative and supportive work environment.

Profesional

Especialización

Ingeniería de telecomunicaciones

3 años de experiencia

1 Vacante