Technical Support Manager | Global Service Leader

Kidde Global Solutions; Belgique; Hybrid; EUR 70,000 - 95,000; Full time

Benefits offered by this job

Career growth

Stable employment

Learning culture

Performance bonus

Job summary

Kidde Global Solutions is a global leader in fire and life safety solutions. We are seeking a full-time Technical Support Manager to lead and develop Tier 1 and 2 support teams, driving exceptional customer experiences through efficient case management and proactive escalation handling.

You will partner with Product Engineering and senior leadership to ensure timely resolutions and customer trust. The role emphasizes leadership, KPI-driven performance, flexible hours, and a hybrid work setup

Qualifications

• Fluent in English and able to communicate with customers and stakeholders.
• Proven experience managing Technical Support, Service Desk, or Customer Support teams.
• Strong leadership, coaching, and people development skills.
• Experience with CRM and ticketing systems (e.g., ServiceNow, Salesforce, Talkdesk).
• Strong analytical capability with KPI-driven performance management.
• Excellent customer communication and stakeholder management abilities.
• Experience in incident management and problem resolution.
• Proactive in process improvement and operational governance.

Responsibilities

• Lead and develop L1/L2 Technical Support Engineers across regions.
• Bridge customers, support engineers, product teams and leadership for timely issue resolution.
• Oversee end-to-end case management, triage, prioritization, and SLA adherence.
• Manage escalations and coordinate cross-functional teams during critical incidents.
• Own KPIs: NPS, case resolution time, MTTR, SLA compliance, escalation aging.
• Drive process improvements, SOPs, and automation opportunities to reduce effort.

Skills

Fluent English

Support team leadership

Case management

CRM/ticketing systems

KPIs & analytics

Customer communication

Incident management

Process improvement

Flexible hours

Job description

Kidde Global Solutions is a global leader in fire and life safety solutions. We are seeking a full-time Technical Support Manager to lead and develop Tier 1 and 2 support teams, driving exceptional customer experiences through efficient case management and proactive escalation handling.

You will partner with Product Engineering and senior leadership to ensure timely resolutions and customer trust. The role emphasizes leadership, KPI-driven performance, flexible hours, and a hybrid work setup