Technical Support Manager

Technical Support Center Manager | Jerusalem | Full-time

Mertens - MalamTeam is hiring a Technical Support Center Manager for a governmental organization in Jerusalem. This role offers the opportunity to lead a professional support team while driving service excellence and operational efficiency.

Responsibilities:

• End-to-end management of the technical support center
• Leading work processes, professional mentoring, and service quality control
• Ongoing management of ticketing operations and service workflows
• Monitoring performance against service KPIs and SLA targets
• Writing procedures and technical guides to preserve organizational knowledge
• Acting as a senior authority for resolving complex hardware, software, and communication issues
• Managing hybrid environments combining Google and Microsoft systems and applications
• Overseeing user management, permissions, and core systems to ensure full operational continuity

Requirements:

• At least 1 year of experience leading a team in a technical support center (Team Lead / Acting Lead / Senior Shift Manager)
• Hands-on experience in troubleshooting complex software and operating systems
• Strong experience with Active Directory, Exchange, and Google Cloud environment
• Experience in data analysis and data-driven decision-making to meet SLA targets
• Experience working with ticketing systems
• Ability to identify recurring issues and create procedures and knowledge base documentation