Technical Support Manager

About the role

As a Technical Support Manager, you will lead a diverse team focused on helping customers successfully adopt industry-leading 3D design, engineering, and entertainment software by providing technical solutions, guidance, and troubleshooting support for installation and licensing issues.

What you'll do

• Measure and monitor performance against established service levels and ensure achievement of individual and team performance targets
• Conduct periodic quality reviews to ensure adherence to organizational standards and support best practices
• Investigate escalated customer issues and ensure timely resolution of service delivery and customer satisfaction concerns
• Maintain clear and timely communication with customers and relevant stakeholders throughout the escalation and resolution process
• Manage employee programs and initiatives, including performance management, onboarding, employee development, coaching, and career growth

What you need

• 10–18 years in it support & networking
• AutoCAD
• CRM
• Performance management
• Variance analysis
• Troubleshooting
• Any graduate