Technical Support Manager
الأندلس التعليمية Alandalus Education l
Jeddah, Makkah Province, Saudi Arabia · Full Time
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- Experience
- 5+ yrs
- Salary
- —
- Openings
- 1
- Posted
- 17 કલાક પેહલા
- Work mode
- In office
- Education
- Bachelor's degree
- Resume
- Required to apply
Where you'll work
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Job description
Position Overview
We are looking for a seasoned Technical Support Manager to join our Information Technology Department. The successful applicant will oversee technical support services, guide support teams, and develop protocols to ensure continuous, high-quality technical service delivery that boosts user satisfaction throughout all company branches.
Primary Duties
- Direct and supervise technical support activities to maintain high service quality standards.
- Administer the technical support platform, ensuring prompt handling of user requests as per established Service Level Agreements (SLAs).
- Lead and coach technical support teams in various branches, providing essential technical support and guidance.
- Manage and monitor the lifecycle of technical assets effectively.
- Identify and analyze recurring technical challenges and recommend effective solutions.
- Generate regular reports and monitor key performance indicators related to technical support services.
- Collaborate with other technical teams to maintain service continuity and pursue enhancements.
Required Qualifications and Experience
- Bachelor's degree in Information Technology, Computer Science, or a closely related area.
- A minimum of five years' experience in technical support or IT service management roles.
- Proven experience managing technical support teams and Service Desk platforms.
- Familiarity with technical asset management and SLAs.
- Fluency in both Arabic and English, in spoken and written form.
- Proficiency in Microsoft Office and IT service management tools.
Preferred Credentials
- Certification such as ITIL Foundation or a comparable qualification.
- Experience within multi-branch organizations or the education sector.
- Expertise in managing IT assets and ticketing systems.
Essential Skills
- Strong leadership and supervisory abilities in technical environments.
- Excellent customer service and user relationship management capabilities.
- Competence in problem analysis and effective decision-making.
- Time management skills and the ability to prioritize tasks efficiently.
- Good communication and teamwork skills.
- Capacity to function well under pressure and a commitment to improving service quality.
Minimum education
Bachelor's Degree
Industry
Education