Manager Technical Support

Manager Technical Support (Onsite, Lahore, PKR Salary)

Join to apply for the Manager Technical Support (Onsite, Lahore, PKR Salary) role at HR POD Careers

Manager Technical Support (Onsite, Lahore, PKR Salary)

Join to apply for the Manager Technical Support (Onsite, Lahore, PKR Salary) role at HR POD Careers

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• Bachelor's or Master's degree in Computer Science, Information Technology, or a related field.
• 4-5 years of experience in SaaS B2B in a similar capacity.
• Proven experience managing Technical Support, NOC, and Contact Center Operations.
• Strong leadership, coaching, and team-building abilities.
• Excellent reporting, analytical, and problem-solving skills.
• Familiarity with ITIL frameworks is a plus.
• A customer-first mindset with a strong ability to manage escalations and deliver satisfaction.
• Ability to perform under pressure and multitask effectively.
• Willingness to manage on-call support or after-hours escalations when required.
  
  

Requirements:

• Bachelor's or Master's degree in Computer Science, Information Technology, or a related field.
• 4-5 years of experience in SaaS B2B in a similar capacity.
• Proven experience managing Technical Support, NOC, and Contact Center Operations.
• Strong leadership, coaching, and team-building abilities.
• Excellent reporting, analytical, and problem-solving skills.
• Familiarity with ITIL frameworks is a plus.
• A customer-first mindset with a strong ability to manage escalations and deliver satisfaction.
• Ability to perform under pressure and multitask effectively.
• Willingness to manage on-call support or after-hours escalations when required.
  
  

Responsibilities:

• Oversee technical support and NOC operations, including managing ticket queues and ensuring SLA compliance.
• Act as the first point of escalation for complex or high-impact issues and ensure timely resolution.
• Proactively monitor systems and address incidents to maintain service uptime.
• Build and lead a high-performing team with the right mix of talent and potential to achieve organizational goals.
• Continuously coach and train the team to meet Key Performance Indicators (KPIs) and maintain motivation.
• Design training programs for Level 1 and Level 2 support engineers for smooth onboarding.
• Conduct quarterly performance appraisals and manage ongoing performance improvements.
• Foster a performance-oriented culture through positive competition and a collaborative learning environment.
• Design, implement, and refine support processes, SOPs, and NOC workflows using ITIL best practices.
• Conduct regular quality audits to ensure support interactions meet defined standards.
• Ensure shift start reports are validated daily, and necessary actions are taken proactively.
• Update internal knowledge bases and training materials.
• Deliver a professional, proactive, and friendly support experience that strengthens customer trust.
• Engage closely with customers during the Go-Live phase, ensuring they are trained and empowered to use Contegris products effectively.
• Handle customer escalations efficiently and with empathy to maintain satisfaction.
• Conduct CSAT and NPS surveys, analyze feedback, and recommend corrective actions to leadership.
• Work closely with Development, Customer Success, and Deployment teams to resolve complex queries and ensure smooth onboarding.
• Share actionable insights with cross-functional teams to continuously improve support and product experience.
• Monitor and analyze support KPIs, including resolution time, customer satisfaction, backlog, and escalations.
• Present performance reports to leadership on a weekly, monthly, quarterly, and annual basis.
• Use data-driven insights to optimize processes and team performance.
• Understand and implement Contegriss Information Security Management System (ISMS) policies across all relevant functions.
  

Seniority level

• Seniority levelNot Applicable

Employment type

• Employment typeFull-time

Job function

• Job functionInformation Technology
• IndustriesBusiness Consulting and Services

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