Technical Support Center Manager – Enterprise Networking & Telecom

Technical Support Center Manager – Enterprise Networking & Telecom

We are looking for a senior technical leader to manage a large-scale Enterprise Technical Support Center in the telecommunications and infrastructure domain.

The role is part of a leading telecommunications organization supporting enterprise customers with complex networking, cloud, security, and communication solutions.

The Technical Support Center Manager will be responsible for leading a large technical organization (approximately 140 employees, including team leaders), driving operational excellence, and serving as a key escalation point for critical incidents across enterprise environments.

This is both a strategic and hands-on leadership role, requiring deep technical understanding of enterprise networking and the ability to engage in complex troubleshooting when needed.

Key Responsibilities

• Lead and develop technical support teams and team leaders within a large-scale enterprise environment
• Act as a senior escalation point for complex technical and network-related incidents
• Manage end-to-end Major Incident processes, ensuring fast resolution and service continuity
• Work directly with enterprise customers, including senior stakeholders and technical decision-makers
• Maintain high service levels, SLA performance, and operational stability
• Drive continuous improvement of support processes using data, KPIs, and operational insights
• Lead cross-functional collaboration with NOC, engineering, infrastructure, security, and cloud teams
• Support troubleshooting and resolution of complex networking issues (Routing, Switching, WAN/LAN, VPN, MPLS, SD-WAN, VoIP)
• Initiate and lead operational improvement and innovation projects across the organization

Key Responsibilities

• Lead and manage a large technical support organization (approx. 100–150 employees), including team leaders and technical engineers
• Act as a senior escalation point for complex network and infrastructure incidents
• Oversee Major Incident Management from detection to resolution
• Maintain high availability and service continuity across enterprise environments
• Work closely with enterprise customers, including technical discussions with CTO/CIO-level stakeholders
• Drive continuous improvement of support processes, SLAs, and operational performance
• Lead cross-functional collaboration with NOC, engineering, infrastructure, security, and cloud teams
• Build and optimize support processes based on data, KPIs, and operational insights
• Support troubleshooting of complex networking issues (Routing, Switching, WAN/LAN, VPN, MPLS, SD-WAN, VoIP)

Requirements

• Proven experience managing large technical support, NOC, or operations organizations - Must
• Strong hands-on background in enterprise networking and communication technologies - Must
• Deep understanding of CCNA / CCNP-level concepts and networking infrastructure - Must
• Experience in Incident Management and Major Incident handling in production environments - Must
• Strong knowledge of networking technologies (Cisco, Fortinet, Palo Alto, MPLS, SD-WAN, VPN) - Must
• Experience working in telecom, ISP, or large enterprise IT environments - Must
• Experience managing managers and large, multi-team structures
• Strong ability to operate under pressure in mission-critical environments
• Excellent communication skills with both technical teams and executive-level stakeholders