Operations Manager (Technical Support Manager)

Job Summary

Lead and manage technical support operations and projects to ensure timely delivery customer satisfaction and team growth.

Job Description

Deliver and manage projects on time within budget and scope Manage a team to ensure the success of customers through effective support projects and processes Handle critical customer escalations with professionalism and technical expertise Drive career development and mentor team members to build the next cadre of leadership aligned with organizational values Participate in strategic planning to grow the team and run projects of organizational importance Independently manage daytoday operations interacting with clients and team members to achieve high customer satisfaction and delivery Exhibit strong leadership in handling technically challenging and politically sensitive customer situations Demonstrate excellent spoken and written English communication skills Engage in polished customer interactions to gather information explain responsibilities communicate next steps and inspire confidence Provide direct customer support via telephone email and chat services as applicable Collaborate crossteam to troubleshoot and resolve issues with engineering support Manage resources effectively to optimize team performance and project delivery

Roles and Responsibilities

• Lead and manage technical support operations ensuring smooth daily functioning
• Oversee project management responsibilities including planning execution and delivery
• Handle escalations and resolve complex customer issues promptly
• Foster team growth through mentoring coaching and career development initiatives
• Engage in strategic planning to align team objectives with organizational goals
• Maintain effective communication with customers and internal teams
• Coordinate resource management to ensure optimal allocation and utilization
• Collaborate with crossfunctional teams to enhance support processes and service quality
• Ensure adherence to organizational values and promote a culture of continuous improvement