Technical Support Manager

Al Rushaid Group; Al Khobar; On-site; SAR 80,000 - 100,000; Full time

Job summary

A leading company in the Eastern Province is seeking a Technical Support Manager to oversee their technical support operations. The role involves leading a team, managing client relationships, and ensuring high-quality service delivery. The ideal candidate will possess strong technical knowledge, leadership skills, and excellent communication abilities. This position is critical for maintaining customer satisfaction and operational efficiency across various technical solutions.

Qualifications

• Minimum 5 years of experience in technical support or IT service management.
• Strong understanding of IT infrastructure, networking, and cloud platforms.

Responsibilities

• Lead and manage the technical support team for high performance.
• Oversee day-to-day technical support activities and client satisfaction.
• Monitor KPIs and generate reports to improve processes.

Skills

Leadership Abilities

Communication Skills

Problem-Solving

Education

Bachelor’s degree in computer science

Master’s degree

Technical certifications (e.g., ITIL, Cisco, Microsoft)

Job description

We are seeking a highly capable and experienced Technical Support Manager to lead and manage our technical support operations. This role is critical in ensuring that clients receive outstanding service and technical issue resolution across ARTCO’s diverse range of solutions. The ideal candidate will combine technical expertise with excellent leadership and customer service skills.

Key Responsibilities:

• Team Leadership:
• Lead, mentor, and manage the technical support team to ensure high performance, timely responses, and quality service delivery.
• Support Operations Management:
• Oversee day-to-day technical support activities, ensuring efficient issue tracking, resolution, and escalation processes.
• Client Satisfaction:
• Serve as a key point of contact for escalated technical issues, maintaining strong client relationships and ensuring customer satisfaction.
• Knowledge Management:
• Develop internal knowledge bases, FAQs, and training materials for clients and team members to streamline support operations.
• Cross-Functional Collaboration:
• Work closely with sales, engineering, and project teams to provide technical insight and support during project planning, implementation, and post-deployment phases.
• Reporting & Analysis:
• Monitor KPIs and support metrics, generating reports to identify trends, improve processes, and enhance service delivery.
• Compliance & Standards:
• Ensure technical support services adhere to ARTCO’s quality standards and industry’s best practices, including HCIS, MOI, and Aramco requirements when applicable.

Skills

Qualifications & Skills:

• Education:
• Bachelor’s degree in computer science, Information Technology, Engineering, or a related field. A master’s degree or technical certifications (e.g., ITIL, Cisco, Microsoft) is a plus.
• Experience:
• Minimum 5 years of experience in technical support or IT service management.
• Technical Knowledge:
• Strong understanding of IT infrastructure, networking, low current systems, enterprise applications (e.g., ERP), and cloud platforms.
• Leadership Abilities:
• Proven ability to lead technical teams, manage performance, and deliver high levels of customer support.
• Communication Skills:
• Excellent verbal and written communication skills in English (Arabic is a plus).

Problem-Solving:

Strong analytical and troubleshooting skills, with the ability to prioritize and manage multiple tasks under pressure.