Manager,Technical Support

Your Career

It’s not about making a sale. It’s about providing the most secure environment for our customers’ digital transactions. In this role, you’ll continue building on our mission by helping secure our clients’ environment and ensure their repeat business and future endorsement. You will be in charge of leading a technical support team that will help identify and fix complex issues in our established clients’ networks, while handling critical issues through your team’s support. You’ll be responsible for the daily operations of your team to ensure they achieve their goals while meeting the needs of the customers.

Your Impact

• Lead daily operations of a team of Technical Support Engineers in line with the company's goals and objectives
• Ensure that the team has the resources and processes necessary for successful and sustained performance
• Provide mentorship and direction to the team to deliver on company goals and objectives, and improve opportunities, such as response time and resolution time objectives
• Directly provide and ensure appropriate technical and soft skills training and mentoring
• Set team goals in line with overall company goals, while reflecting specific goals for direct reports that roll up into the larger organisation's objectives
• Perform annual reviews of all direct reports, providing guidance and continuous mentorship for reports to exceed expectations
• Assist the team in solving customer issues, prioritising issues, negotiating customer priorities, and setting expectations
• Build positive relationships with sales, customers, and partners