Technical Support Manager

ScrumAD Private Limited; Islamabad; On-site; PKR 892,800 - 1,339,200; Full time

Job summary

A technology services company is seeking an experienced Technical Support Engineer Manager to lead a dedicated team. The successful candidate will manage daily operations and ensure high-quality client communication in English. Responsibilities include overseeing support processes, coordinating with development teams, and training team members. Candidates should have 4–6 years of experience in technical support and proven leadership abilities. A Bachelor's degree in Computer Science or a related field is required.

Qualifications

• 4–6 years of experience in technical support, with 1–2 years in a leadership role.
• Proven ability to manage teams and handle client escalations.
• Strong technical understanding and troubleshooting abilities.

Responsibilities

• Lead and manage the technical support engineer team.
• Oversee daily support operations and ensure timely issue resolution.
• Communicate professionally with clients to handle escalations.

Skills

Technical troubleshooting

Team management

Analytical skills

Problem-solving

Excellent English communication

Education

Bachelor’s degree in Computer Science or related field

Tools

Ticketing systems

Job description

We are looking for an experienced and results-driven Technical Support Engineer Manager to lead and manage the technical support team. The ideal candidate will be responsible for overseeing daily support operations, ensuring high-quality client communication in English, and maintaining excellent customer satisfaction. This role requires a strong technical background combined with leadership, problem-solving, and people management skills.

Responsibilities

• Lead, mentor, and manage the technical support engineer team
• Oversee daily support operations and ensure timely resolution of client issues
• Communicate professionally with clients in English to handle escalations and complex cases
• Define, monitor, and improve support processes, SLAs, and KPIs
• Coordinate with development and infrastructure teams for issue resolution
• Review and approve support tickets, reports, and documentation
• Train team members on technical skills, tools, and customer communication
• Monitor team performance and conduct regular feedback and evaluations
• Ensure high levels of customer satisfaction and service quality

Skills

• Bachelor’s degree in Computer Science, Information Technology, or a related field
• 4–6 years of experience in technical support, with 1–2 years in a leadership or managerial role
• Strong technical troubleshooting and system understanding
• Excellent spoken and written English communication skills
• Proven ability to manage teams and handle client escalations
• Strong analytical, decision-making, and problem-solving skills
• Experience with ticketing systems, reporting, and support metrics