Technical Support Manager

ScrumAD Private Limited · Islamabad, Islamabad Capital Territory, Pakistan

We are looking for an experienced and results-driven Technical Support Engineer Manager to lead and manage the technical support team. The ideal candidate will be responsible for overseeing daily support operations, ensuring high-quality client communication in English, and maintaining excellent customer satisfaction. This role requires a strong technical background combined with leadership, problem-solving, and people management skills.

Responsibilities

• Lead, mentor, and manage the technical support engineer team
• Oversee daily support operations and ensure timely resolution of client issues
• Communicate professionally with clients in English to handle escalations and complex cases
• Define, monitor, and improve support processes, SLAs, and KPIs
• Coordinate with development and infrastructure teams for issue resolution
• Review and approve support tickets, reports, and documentation
• Train team members on technical skills, tools, and customer communication
• Monitor team performance and conduct regular feedback and evaluations
• Ensure high levels of customer satisfaction and service quality

Skills

• Bachelor’s degree in Computer Science, Information Technology, or a related field
• 4–6 years of experience in technical support, with 1–2 years in a leadership or managerial role
• Strong technical troubleshooting and system understanding
• Excellent spoken and written English communication skills
• Proven ability to manage teams and handle client escalations
• Strong analytical, decision-making, and problem-solving skills
• Experience with ticketing systems, reporting, and support metrics