Customer Support Manager

Description

Job Summary: We are seeking a Technical Manager / Helpdesk Manager to lead internal and external support teams, ensuring service quality, SLA compliance, and excellence in customer service. Key Highlights: 1. Leadership of internal and external support teams 2. Promotion of efficient processes and integration of team members 3. Excellence in customer relationship management and SLA governance **Description** We are looking for a **Technical Manager / Helpdesk Manager** to lead internal and external support teams, ensuring service quality, SLA compliance, proper demand management, and resolution of complex technical issues. This professional will act as the liaison between technicians and coordination, promoting efficient processes, onboarding of new team members, and excellence in customer relationship management. **Responsibilities and Duties** Bachelor's degree in Information Technology, Information Systems, Business Administration, or related fields. Prior experience in technical support or helpdesk operations. Proven experience leading teams. Knowledge of SLA, KPI, and reporting management. Experience with ticketing tools (e.g., Movidesk, Zendesk, GLPI, OTRS, Freshdesk). Strong verbal and written communication skills. Ability to organize, manage time effectively, and focus on results. **Requirements and Qualifications** Bachelor's degree in Information Technology, Information Systems, Business Administration, or related fields. Prior experience in technical support or helpdesk operations. Proven experience leading teams. Knowledge of SLA, KPI, and reporting management. Experience with ticketing tools (e.g., Movidesk, Zendesk, GLPI, OTRS, Freshdesk). Strong verbal and written communication skills. Ability to organize, manage time effectively, and focus on results.