Technology Support Center Manager

Technology Support Center Manager

We are looking for an experienced Technology Support Center Manager to lead a large-scale technical support organization, drive operational excellence, and deliver an outstanding customer experience for enterprise clients.

Key Responsibilities

• Lead and develop managers and technical teams, fostering a culture of excellence, accountability, and continuous improvement.
• Oversee the delivery of technical support services for enterprise customers.
• Manage Major Incidents end-to-end, coordinating with internal stakeholders and customer leadership.
• Build strong partnerships with enterprise customers, including CTOs, CIOs, and other senior decision-makers.
• Develop data-driven service strategies to improve customer experience and operational performance.
• Initiate and lead cross-functional projects focused on innovation, process optimization, and technology adoption.
• Manage service center operations, incident management, escalation processes, and cross-functional collaboration.
• Monitor and improve key operational metrics, including SLA, MTTR, availability, NPS, and customer satisfaction.
• Lead technical teams specializing in Networking, Security, Cloud, SOC, and NOC environments.

Requirements

• Proven experience managing a large-scale technical support center, service organization, or customer support department - Must
• Strong technical background in networking, infrastructure, and hardware - Must
• In-depth knowledge of CCNA and CCNP technologies and networking concepts - Must
• Proven experience leading managers, team leaders, and multidisciplinary technical teams - Must
• Excellent crisis management and decision-making skills in high-pressure environments - Must
• Outstanding communication and stakeholder management skills, including experience working with executive-level customers
• Experience with Cisco, Fortinet, Juniper, or Palo Alto technologies.
• Experience working with cloud platforms such as Microsoft Azure or AWS.
• Knowledge of SD-WAN, MPLS, VPN, and VoIP technologies.