Technical Support Manager

About the role

We are seeking an experienced Technical Support Manager to lead and continuously improve our Technical Support function in a 24/7, business‑critical environment. The role is responsible for service stability, incident management, and operational excellence, acting as a key link between IT teams and the business.

Key responsibilities

• Lead and manage the Technical Support team, ensuring high service quality and accountability.
• Own and operate ITSM processes: Incident, Problem, Change, and Service Request management.
• Act as the primary escalation point and lead major incident management.
• Ensure SLA compliance and timely resolution of critical issues.
• Drive continuous improvement through root‑cause analysis and process optimisation.
• Collaborate closely with Infrastructure, Security, Engineering, and Platform teams.
• Maintain clear documentation, runbooks, and knowledge‑base articles.
• Monitor performance, report KPIs, and communicate service status to stakeholders.

Required profile

• 5+ years of experience in IT Support / IT Operations, with at least 2 years in a managerial role.
• Strong knowledge of ITSM / ITIL practices.
• Experience managing support teams in a high‑availability or regulated environment.
• Excellent leadership, communication, and stakeholder‑management skills.
• Ability to remain calm and decisive during high‑pressure incidents.

Required skills

• Hands‑on experience with ITSM tools such as Jira Service Management and ServiceNow.
• Proficiency in ITSM and ITIL methodologies.