Technical Support Manager

Jifiti is a cutting-edge fintech that's driving the technology for leading banks and retailers worldwide. We’re growing quickly following an investment of over $20M by the company that owns IKEA. So we need people like you – smart, energetic, and with a passion for getting great things done for some of the most iconic brands in the world.

We are looking for a talented, experienced Technical Support Manager to lead our Tech support team.

As Technical Support Manager, you will be responsible for leading Customer Support T1 and T2 application support teams that focus on maintaining a high level of customer satisfaction for Jifiti’s international customers, while collaborating effectively with internal cross-functional teams.

Responsibilities:

The Technical Support Manager is a frontline management role with two primary responsibilities:

Services and solution delivery

• Manage a team of technical support representatives and supervisors, including hiring, training, evaluating performance, leading processes and technical leadership
• Set goals, objectives, and metrics for the support team to ensure high quality customer service, first call resolution, and response times meet service level agreements (SLAs) - both internal and external
• Lead root cause analysis efforts on major system failures or persistent technical issues and coordinate solutions with relevant teams
• Work cross-functionally with IT, software development, training, and other groups to implement strategies to proactively prevent recurring technical issues
• Develop and maintain technical support's annual budget, including expenditures for staffing, training, licensing, and tooling
• Be the focal point of deep technical tickets.

Personnel management

• Direct manager of Tier 1&2 support teams.
• Decision taking.
• Progress review
• Career development

Requirements:

• Proven 5+ years as tech support manager with deep tech understanding.
• Ability to handle and have full ownership of critical and complex technical tickets.
• Ability to drive project-based and ad-hoc work and manage tasks, schedules, and deliverables.
• Demonstrated ability to manage technical personnel and processes associated with SDLC and related professional services
• Demonstrated ability to effectively develop support tools
• Effective communication skills in English, at all organizational levels, including written, oral, and presentation skills
• Demonstrated ability to function in dynamic environments, whether leading or following