Technical Support Manager: Lead Tier 1/2 & Escalations

Kidde Global Solutions; Brussel Hoofdstad; Hybrid; EUR 70.000 - 110.000; Vollzeit

Zusammenfassung

Kidde Global Solutions is seeking a Global Technical Support Manager to lead and develop Tier 1 and Tier 2 support teams. You will ensure exceptional customer experiences through proactive escalation handling and data-driven performance management, partnering with product teams and leadership to drive continuous improvement.

You will oversee the full case lifecycle, manage escalations, and align service delivery with SLAs while fostering a culture of accountability and customer advocacy across a

Qualifikationen

• Fluent in English and strong leadership capabilities.
• Experience managing Technical Support, Service Desk, or Customer Support teams.
• Proven ability to lead L1/L2 technical support organisations.
• Deep understanding of case management, escalation management, and service delivery operations.
• Experience with CRM and ticketing systems such as ServiceNow, Salesforce, or Talkdesk.
• Strong analytical capability with KPI-driven teams.
• Excellent customer communication and stakeholder management skills.
• Experience in incident management, problem management, and governance.
• Ability to lead in high-pressure customer-facing situations.

Aufgaben

• Lead, mentor, and develop L1 and L2 Technical Support Engineers.
• Drive service delivery performance and customer satisfaction metrics.
• Oversee end-to-end lifecycle of customer support cases; ensure SLAs.
• Manage escalations and coordinate cross-functional teams including Product Engineering and R&D.
• Establish governance around case ownership, documentation, and closure processes.
• Drive continuous improvement of incident, problem, and knowledge management processes.

Kenntnisse

Leadership experience

Technical support management

Case management

CRM systems

KPI analytics

Communication skills

Incident management

Process improvement

Flexibility

Tools

ServiceNow

Salesforce

Talkdesk

Jobbeschreibung

Kidde Global Solutions is seeking a Global Technical Support Manager to lead and develop Tier 1 and Tier 2 support teams. You will ensure exceptional customer experiences through proactive escalation handling and data-driven performance management, partnering with product teams and leadership to drive continuous improvement.

You will oversee the full case lifecycle, manage escalations, and align service delivery with SLAs while fostering a culture of accountability and customer advocacy across a