Technical Support Manager

K4 Infotech; Chennai District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

K4 Infotech is seeking an experienced professional to manage technical support and helpdesk operations in Chennai, Tamil Nadu. The role requires over 10 years of expertise in customer support, along with strong team management and communication skills.

The successful candidate will ensure timely resolution of support tickets, lead the support team, and improve processes while focusing on support quality and operational efficiency.

Qualifications

• 10+ years of experience in Technical Support, Helpdesk, or Customer Support Operations.
• Proven experience managing support teams and ticketing systems.
• Excellent verbal and written communication skills.

Responsibilities

• Manage and oversee technical support and helpdesk operations.
• Ensure timely resolution of support tickets and adherence to SLAs.
• Lead, mentor, and develop technical support teams.

Skills

Technical Support

Customer Support Operations

Team Management

SLA Management

Incident Management

Communication Skills

Client Management

Analytical Mindset

Tools

CRM Platforms

Support Tools

Reporting Dashboards

Job description

Key Responsibilities

• Manage and oversee technical support and helpdesk operations.
• Ensure timely resolution of support tickets and adherence to SLAs.
• Monitor ticket queues, escalations, and team performance metrics.
• Lead, mentor, and develop technical support teams.
• Handle complex customer issues and drive resolutions.
• Collaborate with internal teams to improve support processes and customer experience.
• Prepare and maintain support documentation, reports, and KPIs.
• Conduct regular reviews to improve service quality and operational efficiency.
• Act as the primary point of contact for critical customer escalations.

Required Skills

• 10+ years of experience in Technical Support, Helpdesk, or Customer Support Operations.
• Proven experience managing support teams and ticketing systems.
• Strong understanding of SLA management, incident management, and escalation processes.
• Excellent verbal and written communication skills.
• Strong stakeholder and client management abilities.
• Experience supporting global customers, preferably US-based clients.
• Analytical mindset with strong problem-solving skills.
• Experience with support tools, CRM platforms, and reporting dashboards.

Preferred

• Exposure to POS, software application support, or SaaS environments.
• Basic understanding of SQL and database concepts.
• Experience managing 24x7 support operations.