Technical Support Manager
My client is a fast growing Service Provider that requires a proven Technical Support Manager. In this role you will lead and develop the Service Desk function, bridging front-line support and senior management. You will own the performance, culture and continuous improvement of the support teams, ensuring high service quality, team capability and customer satisfaction while maintaining a hands on technical understanding of the environment. The position embraces the company values and presents genuine opportunities for growth and career development.
Responsibilities
- Lead the Service Desk team and foster a culture of excellence.
- Own service quality metrics and drive continuous improvement initiatives.
- Provide technical guidance and escalation support for complex incidents.
- Maintain strong working knowledge of ISP technologies - broadband, leased lines, Ethernet, 4G/5G, fixed wireless, VoIP, managed VPNs, and SIP services.
- Ensure team capability through coaching, training, and performance management.
Qualifications & Technical Skills
- Proven technical knowledge of TCP/IP, DNS, DHCP, VLANs, BGP, routing, switching, NAT, and firewall.
- Experience with ISP related networking and service technologies listed above.
- Strong problem solving and communication skills, with the ability to translate complex technical issues to non technical stakeholders.