Technical Support Manager (IT Operations & Customer Experience)

Job Summary:

An experienced technical support leader to drive service excellence, scale operations, and ensure high customer satisfaction through effective team and process management.

Responsibilities

• Lead, mentor, and develop the technical support team to maintain high productivity and engagement.
• Set clear performance goals, conduct training, and manage recruitment, onboarding, and evaluations.
• Oversee customer issue resolution and act as the escalation point for complex technical cases.
• Develop and refine customer support strategies to improve service quality and satisfaction.
• Establish, maintain, and enforce Standard Operating Procedures (SOPs) for support operations.
• Ensure compliance with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Implement and optimise ticketing, monitoring, reporting, and communication tools.
• Analyse support trends and metrics to improve workflows and operational efficiency.
• Provide technical guidance on troubleshooting and collaborate with product and engineering teams.
• Serve as a liaison between support and internal stakeholders, including sales and product teams.
• Prepare and present regular performance, customer satisfaction, and operational reports to management.
• Plan and execute strategies to scale support operations in line with business growth.
• Identify operational risks, ensure regulatory and data protection compliance, and implement mitigation plans.
• Coordinate with external vendors or partners to resolve third-party technical issues.
• Perform ad-hoc duties as assigned.

Requirements

• Minimum 5 years of experience in technical support, customer service, or IT management roles.
• Hands-on troubleshooting experience across software, hardware, networking, or systems.
• Proficiency in Windows, Linux, and macOS operating systems.
• Strong knowledge of networking concepts including DNS, DHCP, firewalls, and VPNs.
• Experience with cloud platforms such as AWS, Microsoft Azure, or Google Cloud.
• Proficiency in helpdesk and application support tools (e.g. Zendesk, Freshdesk, Salesforce).
• Experience with monitoring tools such as Nagios, SolarWinds, or Datadog.
• Familiarity with ITIL frameworks or similar service management methodologies.
• Certifications such as CompTIA A+, CCNA, AWS Solutions Architect, Azure Administrator, ITIL Foundation, ScrumMaster, or Six Sigma are an added advantage.
• Proven experience in goal setting, performance monitoring, and escalation management.
• Strong organisational, project management, and strategic planning capabilities.

We regret that only shortlisted candidates will be notified. However, all applications will be updated to our resume bank for future opportunities.

Please kindly refer to the Privacy Policy of Good Job Creations:

https://goodjobcreations.com.sg/en/privacy-policy/

EA Personnel Name: Gary Ho Cheng Xuan

EA Personnel Reg. no.: R1549767

EA License no.: 07C5771