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Manager Technical Support (Onsite, Lahore, PKR Salary)
Lahore, Pakistan
Requirements:
- Bachelor's or Master's degree in Computer Science, Information Technology, or a related field.
- 4-5 years of experience in SaaS B2B in a similar capacity.
- Proven experience managing Technical Support, NOC, and Contact Center Operations.
- Strong leadership, coaching, and team-building abilities.
- Excellent reporting, analytical, and problem-solving skills.
- Familiarity with ITIL frameworks is a plus.
- A customer-first mindset with a strong ability to manage escalations and deliver satisfaction.
- Ability to perform under pressure and multitask effectively.
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Willingness to manage on-call support or after-hours escalations when required.
- Oversee technical support and NOC operations, including managing ticket queues and ensuring SLA compliance.
- Act as the first point of escalation for complex or high-impact issues and ensure timely resolution.
- Proactively monitor systems and address incidents to maintain service uptime.
- Build and lead a high-performing team with the right mix of talent and potential to achieve organizational goals.
- Continuously coach and train the team to meet Key Performance Indicators (KPIs) and maintain motivation.
- Design training programs for Level 1 and Level 2 support engineers for smooth onboarding.
- Conduct quarterly performance appraisals and manage ongoing performance improvements.
- Foster a performance-oriented culture through positive competition and a collaborative learning environment.
- Design, implement, and refine support processes, SOPs, and NOC workflows using ITIL best practices.
- Conduct regular quality audits to ensure support interactions meet defined standards.
- Ensure shift start reports are validated daily, and necessary actions are taken proactively.
- Update internal knowledge bases and training materials.
- Deliver a professional, proactive, and friendly support experience that strengthens customer trust.
- Engage closely with customers during the Go-Live phase, ensuring they are trained and empowered to use the company's products effectively.
- Handle customer escalations efficiently and with empathy to maintain satisfaction.
- Conduct CSAT and NPS surveys, analyze feedback, and recommend corrective actions to leadership.
- Work closely with Development, Customer Success, and Deployment teams to resolve complex queries and ensure smooth onboarding.
- Share actionable insights with cross-functional teams to continuously improve support and product experience.
- Monitor and analyze support KPIs, including resolution time, customer satisfaction, backlog, and escalations.
- Present performance reports to leadership on a weekly, monthly, quarterly, and annual basis.
- Use data-driven insights to optimize processes and team performance.
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Understand and implement the company's Information Security Management System (ISMS) policies across all relevant functions.
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