Offshore Support Manager

Asmacs Contracting Est.; رأس الخير; On-site; SAR 300,000 - 540,000; Full time

Job summary

Asmacs Contracting Est. is seeking a senior leader to guide a global offshore support team, driving high-performance culture and consistent service delivery.

You will shape operational strategies to optimize processes, reduce resolution times and improve customer satisfaction. You will manage the offshore budget, monitor expenditures and pursue cost-saving opportunities without compromising quality, while serving as the primary escalation point for critical issues and communicating progress to

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 7 years of progressive experience in technical support or IT operations, with at least 3 years in a management capacity.
• Proven experience managing geographically dispersed teams, ideally with offshore or nearshore operations.

Responsibilities

• Lead and mentor a global team of offshore support engineers to foster a high-performance culture.
• Develop and implement operational strategies to optimize support processes and reduce resolution times.
• Manage offshore support budget, track expenditures and identify cost-savings opportunities.
• Act as primary escalation point for critical customer issues and communicate progress to stakeholders.

Skills

Leadership

Team management

Budgeting

Operational strategy

Stakeholder communication

Education

Bachelor's degree in CS/IT or related field

Master's degree preferred

Job description

Lead and mentor a global team of offshore support engineers fostering a high-performance culture and ensuring consistent service delivery.

Develop and implement robust operational strategies to optimize support processes, reduce resolution times and enhance customer satisfaction.

Manage the offshore support budget, track expenditures and identify cost-savings opportunities without compromising service quality.

Act as the primary escalation point for critical customer issues, driving swift and effective resolution and communicating progress to stakeholders.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field; Master's degree preferred.
• Minimum of 7 years of progressive experience in technical support or IT operations, with at least 3 years in a management capacity.
• Proven experience managing geographically dispersed teams, ideally with offshore or nearshore operations.
• Strong…