Tech Support Manager: Lead L1/L2 Engineers (Hybrid)

Kidde Global Solutions; Paris; Hybrid; EUR 70,000 - 100,000; Full time

Benefits offered by this job

Competitive salary and benefits

Annual performance bonus

Career growth opportunities

Job summary

Kidde Global Solutions is seeking a Technical Support Manager to lead and develop Tier 1 and Tier 2 support teams across hybrid locations in Europe. You will drive service delivery, proactive escalation handling, and cross-functional collaboration to ensure exceptional customer experiences.

The role requires strong leadership, case management expertise, and a data-driven mindset to improve incident handling, CSP governance, and knowledge management. Hybrid work model with office requirements.

Qualifications

• Fluent in English.
• Experience leading Technical Support, Service Desk, or Customer Support teams.
• Strong leadership overseeing L1/L2 support.
• Deep understanding of case and escalation management and service delivery operations.
• Experience with CRM/ticketing systems (ServiceNow, Salesforce, Talkdesk).
• Strong analytical capability with KPI-driven teams.
• Excellent customer communication and stakeholder management.
• Experience in incident and problem management and governance.
• Ability to lead under pressure and drive process improvements.
• Willingness to work flexible hours including evenings/weekends

Responsibilities

• Oversee Tier 1 and Tier 2 support teams and drive service excellence.
• Lead escalation reviews and cross-functional collaboration with Product Eng and R&D.
• Manage end-to-end case lifecycle and ensure SLAs are met.
• Monitor KPIs: NPS, MTTR, Case Resolution Time, SLA compliance.
• Develop governance around case ownership, documentation, and closure.
• Drive continuous improvement through data and customer feedback.
• Establish SOPs and support workflows for scalability and quality.
• Promote knowledge sharing and self-service capabilities.
• Provide executive-level communications during escalations.

Skills

Fluent English

Leadership experience

Case management

Escalation management

CRM & ticketing

Analytical capability

Stakeholder management

Incident & problem management

Process improvement

Flexible hours

Tools

ServiceNow

Salesforce

Talkdesk

Job description

Kidde Global Solutions is seeking a Technical Support Manager to lead and develop Tier 1 and Tier 2 support teams across hybrid locations in Europe. You will drive service delivery, proactive escalation handling, and cross-functional collaboration to ensure exceptional customer experiences.

The role requires strong leadership, case management expertise, and a data-driven mindset to improve incident handling, CSP governance, and knowledge management. Hybrid work model with office requirements.