Technical Support Manager

Knowledge and Experience:
• Business & Strategic Impact:
• Nature of accountability for results:
The Technical Support Manager plays a critical role in shaping the overall customer experience and maintaining customer satisfaction. By effectively managing the support team and processes, this role contributes to the company's reputation and long-term success.
The Technical Support Manager is accountable for the performance and outcomes of the technical support team. This includes ensuring timely and accurate resolution of customer issues, maintaining high levels of customer satisfaction, and achieving support-related KPIs.
• Level of analysis and judgement applied: This role requires a high level of analytical thinking and judgement. The Technical Support Manager must be able to assess complex technical issues, identify root causes, and implement effective solutions. Additionally, the manager must evaluate support metrics to identify trends and areas for improvement.
• Leadership
• Nature of guidance received: The Technical Support Manager will report to the Technical Services Manager or a similar senior role. Guidance received will primarily be strategic, with the expectation that the manager will independently handle the operational aspects of the support team.
• Nature of guidance provided to others: The Technical Support Manager will provide direct guidance and mentorship to the technical support team, including junior support staff and team leads. This includes setting performance expectations, providing training and development opportunities, and offering support for complex technical issues.
Skills and Abilities:
• Relationship Focus
• Nature and level of contact within/outside the organization: The Technical Support Manager must possess excellent interpersonal and communication skills to build and maintain strong relationships with customers, support staff, and other departments. This role requires a customer-centric approach and the ability to empathize with and understand customer needs. Externally, the Technical Support Manager will interact with customers, vendors, and industry partners to resolve issues and stay informed about industry developments.
Why join us?
We're on a journey to become market leaders in our space - and with that comes some incredible opportunities. Collaborate and learn from industry experts from all over the globe. Work with game-changing products and services. Get the training and support you need to try new things, adapt to quick changes and explore different paths. Join Keyloop and progress your career, your way.
An inclusive environment to thrive
We're committed to fostering an inclusive work environment. One that respects all dimensions of diversity. We promote an inclusive culture within our business, and we celebrate different employees and lifestyles - not just on key days, but every day.
Be rewarded for your efforts
We believe people should be paid based on their performance so our pay and benefits reflect this and are designed to attract the very best talent. We encourage everyone in our organisation to explore opportunities which enable them to grow their career through investment in their development but equally by working in a culture which fosters support and unbridled collaboration.
Keyloop doesn't require academic qualifications for this position. We select based on experience and potential, not credentials.
We are also an equal opportunity employer committed to building a diverse and inclusive workforce. We value diversity and encourage candidates of all backgrounds to apply.
"At Keyloop, AI is a daily ally: We encourage and train every employee to use our AI tools to boost their creativity and productivity."