Technical Support Manager

Mertens – MalamTeam is hiring a Technical Support Center Manager

Role Overview:

Manage the technical support center and operational activities while ensuring high service quality and efficient handling of support requests. The role combines team leadership with hands-on technical expertise in resolving complex technical issues.

Key Responsibilities:

• Manage the technical support center and daily ticket operations
• Lead support processes and improve service procedures
• Mentor team members and monitor service quality and KPIs
• Write procedures and knowledge documentation
• Provide hands-on support for complex hardware, software and network issues
• Manage users, permissions and core systems across Microsoft and Google environments
• Work with multiple internal teams to ensure stable IT services

Requirements:

• At least 1 year of relevant experience
• Hands-on ability to troubleshoot complex software and operating system issues
• Technical understanding of networking (TCP/IP) and hardware troubleshooting
• Strong experience with Active Directory, Exchange and Google cloud environments
• Experience leading teams or managing projects