
Support Operations Manager
2 weeks ago
Job Title: Technical Support Team Lead
We are seeking an experienced leader to drive the day-to-day technical operations of our customer support desk.
The ideal candidate will have a proven track record in team management, technical triage, and incident management.
Key Responsibilities:
- Team Leadership:
- Manage queues, priorities, and escalations; run daily stand-ups.
- Coach team members on technical skills and best practices.
- Own shift rosters to ensure 24×7 coverage without burnout.
Techincal Triage & Incident Management:
- Act as initial incident commander for P1/P2 incidents.
- Validate signals from monitoring tools and correlation calls.
- Ensure clean handoffs to Infra L3 with complete context.
SLA, Quality & Tooling:
- Maintain >95% SLA on P2–P4 tickets.
- Publish weekly dashboards: SLA, CSAT, reopen rate, backlog aging.
Candidate Requirements:
- Hands-on experience with Windows Server, AD, RDP, IIS, basic Linux, networking.
- Virtualization/cloud experience with VMware, CloudStack, snapshots/DR.
- Security/monitoring experience with FortiGate, HAProxy, Wazuh/ELK, PRTG/Prometheus.
- Tools expertise with ManageEngine ServiceDesk Plus, Excel, PowerShell/Bash.
- ITIL Foundation certification (or equivalent exposure).
Success Metrics (first 90 days):
- SLA adherence ≥ 90% (P2–P4); P1 comm cadence met 100%.
- MTTR ↓ 20%, reopen rate < 8%, CSAT ≥ 4.5/5.
- Runbook coverage ≥ 80% for top 20 recurring issues.
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