Technical Support Manager (IT Operations & Customer Experience)

GOOD JOB CREATIONS (SINGAPORE) PTE. LTD.

Singapore, Singapore
**
5+ years technical support experience
Hands-on troubleshooting software hardware networking
Proficiency in windows linux macos operating systems
** Good Job Creations (Singapore) Pte. Ltd. is seeking a Technical Support Manager with at least five years of experience in technical support or IT management. The role focuses on leading a technical support team to enhance service quality and customer satisfaction while ensuring compliance with operational standards. **

Job Summary

  • Lead, mentor, and develop the technical support team to maintain high productivity and engagement while setting clear performance goals.
  • Oversee customer issue resolution as the escalation point for complex technical cases and refine support strategies to improve satisfaction.
  • Establish and enforce Standard Operating Procedures (SOPs) to ensure compliance with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).

Matching Summary

Match Score: 75

** Good Job Creations (Singapore) Pte. Ltd. is seeking a Technical Support Manager with at least five years of experience in technical support or IT management. The role focuses on leading a technical support team to enhance service quality and customer satisfaction while ensuring compliance with operational standards. **

Skills & Requirements

Must-have

  • 5+ years technical support experience
  • Hands-on troubleshooting software hardware networking
  • Proficiency in Windows Linux macOS operating systems
  • Strong knowledge of DNS DHCP firewalls VPNs
  • Experience with AWS Azure Google Cloud platforms
  • Proficiency in Zendesk Freshdesk Salesforce tools
  • Experience with Nagios SolarWinds Datadog monitoring

Nice-to-have

  • Familiarity with ITIL frameworks service management
  • CompTIA A+ CCNA AWS Solutions Architect certifications
  • Azure Administrator ITIL Foundation ScrumMaster Six Sigma
  • Strategic planning for scaling support operations
  • Collaboration with product and engineering teams

Key Requirements

  • Minimum 5 years experience in technical support or IT management
  • Certifications such as CompTIA A+, CCNA, or ITIL Foundation are advantageous
  • Proven experience in goal setting and performance monitoring

Work Rights

Not specified

Tailored Resume

Cover Letter