Technical Support Manager

Technical Support Center Manager

A government organization in Jerusalem is seeking a Technical Support Center Manager to lead a technical helpdesk and ensure high-quality service delivery across the organization.

Responsibilities:

• Lead and manage the technical support center, including team guidance, mentoring, and service quality control
• Oversee daily ticket operations and monitor performance against service KPIs and SLA targets
• Define and implement workflows, procedures, and technical documentation to preserve organizational knowledge
• Act as a senior authority for resolving complex hardware, software, and communication issues
• Manage hybrid environments combining Google and Microsoft systems and applications
• Oversee 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)
• Strong hands-on experience in troubleshooting complex software and operating systems
• Proven experience with Active Directory, Exchange, and Google Cloud environments
• 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