technical support manager

Race Communications

<div>Location: Remote
Location Status: Work will be primarily performed remotely from home office 5 days per week. Employee may be required to utilize personal phone and internet services to perform telecommuting with reimbursement according to Race's telecommuting policy. Occasional travel to and work from other Race offices or off-site locations may be required.
Race Communications is only accepting remote candidates who reside in the following states: California,
Colorado, Florida, Missouri, Nevada, Oregon, Indiana and Illinois. If you do not reside in one of these
states, you are not eligible for remote employment.
100% Company-Paid Medical and Dental Benefits
Free Fiber Internet Service
Comp: $27 to $30 per hour
5 Days/8 Hours
Who We Are:
We're more than a fiber internet provider, we're your neighbors, committed to connecting California communities since 1994. At Race, relationships matter as much as speed. We combine cutting-edge technology with a genuine, people-first approach that makes every interaction feel personal. Our team operates like family: collaborative, supportive, and dedicated to making a real difference. When you join Race, you're not just accepting a job, you're becoming part of a team that values integrity, celebrates wins together and believes that meaningful work happens when great people connect with great purpose.
Position Impact:
The Assistant Technical Support Manager is a driven technical professional who supports the management and daily operations of the technical support team. This role works closely with the Technical Support Manager to ensure efficient service delivery, strong team performance, and timely resolution of complex technical issues. Serving as a key escalation resource, the Assistant Technical Support Manager provides hands-on guidance to support staff, helps optimize workflows, and contributes to process improvements. By combining technical expertise, leadership support, and operational oversight, this role plays a critical part in maintaining service reliability, improving
resolution times, and delivering a high-quality customer support experience. 
Requirements 
Qualifications and Experience:
<ul><li>Eligibility for US Employment without sponsorship</li><li>Minimum of 18 years of age</li><li>High School Diploma or GED required
</li><li>Bachelor&rsquo;s degree (B.A./B.S.) or equivalent education in a related field is preferred</li><li>Minimum of 3&ndash;5 years of experience in technical support within the telecommunications industry preferred</li><li>Demonstrated leadership or supervisory experience in a support environment preferred</li><li>Strong understanding of customer service processes, technical troubleshooting, and industry best practices</li><li>Proficiency in customer relationship management (CRM) software</li><li>Ability to manage competing priorities and support a fast-paced technical environment</li><li>Ability to work nights, weekends, holidays, and overtime as needed to ensure operational continuity and address critical business needs
</li><li>Ability to effectively communicate in English, including speaking, reading, writing, and comprehension, as necessary for effective job performance and workplace communication</li><li>Proficiency in Spanish Language desirable</li></ul>
Skills:<ul><li>Proficient use of MS Office applications including Teams, Word, Excel, and PowerPoint; teleconferencing applications</li><li>Functional use of common office equipment, computers, and office software</li></ul>
Essential Duties and Responsibilities:
Team Leadership &amp; Support<ul><li>Assist in leading and supporting a team of technical support representatives through coaching, mentorship, and daily guidance</li><li>Reinforce performance expectations, technical standards, and departmental goals set by management</li><li>Provide real-time support and feedback to team members, helping address performance challenges and complex technical scenarios</li><li>Promote a positive, collaborative, and solution-oriented team environment</li></ul>
Training &amp; Development<ul><li>Support the development and delivery of training programs to enhance technical troubleshooting skills, product knowledge, and system proficiency</li><li>Assist with onboarding new hires and ongoing technical coaching initiatives</li><li>Encourage knowledge sharing and continuous learning within the team</li><li>Stay current on products, services, systems, and technical support best practices</li></ul>
Technical Support &amp; Escalation Management<ul><li>Act as a secondary escalation point for complex technical issues, service disruptions, and system-related concerns</li><li>Assist in resolving escalated tickets, ensuring timely, accurate, and effective outcomes</li><li>Monitor technical support interactions to ensure quality, consistency, and adherence to standards</li><li>Support service reliability and customer retention by addressing recurring technical issues and minimizing disruptions</li></ul>
Technical Support Operations<ul><li>Support daily technical support operations, including ticket queue monitoring and workflow coordination</li><li>Help ensure proper workload distribution and coverage to meet service level targets and response times</li><li>Assist in managing workflows related to troubleshooting, service restoration, and issue resolution</li><li>Step in as needed to handle technical tickets during high-volume or critical periods</li></ul>
Process Improvement &amp; Implementation<ul><li>Identify opportunities to improve technical support processes and operational efficiency</li><li>Support the implementation of new tools, systems, and technical support initiatives</li><li>Assist in addressing workflow bottlenecks to improve resolution times and reduce repeat issues</li></ul>
Cross-Department Collaboration<ul><li>Work with Engineering, Network Operations, Field Services, and other internal teams to support issue resolution and service delivery</li><li>Assist in communicating recurring technical issues and contributing to long-term solutions</li><li>Support cross-functional initiatives that improve system performance and overall customer experience</li></ul>
Performance Monitoring &amp; Reporting<ul><li>Assist in tracking and analyzing key performance indicators (KPIs) such as response times, resolution times, and service reliability</li><li>Help monitor team performance and identify trends impacting technical support efficiency and customer experience</li><li>Support reporting efforts for leadership on operational performance and improvement initiatives</li></ul>
Compliance &amp; Documentation<ul><li>Ensure adherence to company policies, procedures, and technical support standards</li><li>Support accurate documentation of troubleshooting processes, issue resolution, and system updates</li><li>Help maintain and update technical knowledge base content and internal documentation</li></ul>
Issue Resolution and Technical Relationship Management<ul><li>Assist in managing escalated and complex technical issues, ensuring timely, accurate, and professional resolution</li><li>Serve as a support point of contact for high-impact service issues, helping coordinate communication and follow-through across teams</li><li>Identify recurring technical issues and at-risk accounts, supporting initiatives that improve service reliability and customer retention</li><li>Partner with customers and cross-functional teams to proactively resolve technical concerns, reinforce service performance, and strengthen long-term relationships</li></ul>
Supervisory Responsibilities:<ul><li>Policy Adherence and Team Guidelines: Ensures that the team adheres to established policies and procedures outlined in the Race Communications Employee Handbook, promoting a culture of compliance and accountability in line with organizational standards.</li><li>Strategic Training and Development: Leads the training and mentoring of new team members, ensuring they gain the essential skills and knowledge to perform their roles effectively and safely. Works proactively to develop a long-term training strategy for the team's growth and performance improvement.</li><li>Cross-Functional Support and Compliance: Oversees employee support across various practices within the department, ensuring that issues are addressed in alignment with company policies, applicable laws, and organizational values. Manages conflicts and fosters collaboration across functions.</li><li>Leadership in Goal Setting and Performance Management: Guides the team to achieve long-term goals by setting performance standards, motivating the team, and providing regular, actionable feedback to help team members achieve personal and organizational objectives.</li><li>Payroll Compliance and Issue Resolution: Ensures that timecard submission is accurate, timely, and in compliance with payroll deadlines, while addressing any discrepancies or issues. Provides direction on resolving payroll matters and ensures the team is properly supported in this process.</li><li>Training Needs Analysis and Professional Development: Identifies broader team training needs, working to implement programs that drive professional growth and elevate team skills, while ensuring development is in alignment with company objectives and future growth.</li><li>Conflict Resolution and Team Dynamics: Manages interpersonal issues within the team by facilitating solutions-oriented approaches, resolving conflicts effectively, and maintaining a positive, high-performing work environment that supports collaboration and mutual respect.</li><li>Resource Allocation and Goal Alignment: Ensures the team has the necessary tools, resources, and support to succeed. Manages resources effectively, tracking progress toward aligned objectives that support both individual team success and overarching company goals.</li><li>Regulatory Compliance and Communication: Ensures the team complies with company policies, procedures, and regulatory requirements. Promotes open and transparent communication to maintain alignment and accountability across the team and department.</li><li>Reporting and Strategic Adjustments: Reports team performance, project updates, and challenges to upper management, using data to recommend improvements or adjustments as necessary to meet organizational targets and improve overall team performance.</li><li>Comprehensive Supervision and People Management: Takes a leadership role in the direct supervision of team members, including interviewing, hiring, and training employees. Plans, assigns, and directs work, ensuring performance evaluations, rewarding achievements, and disciplining where needed. Addresses complaints, resolves problems, and supports overall team dynamics.</li></ul>
Additional duties as required. 
Benefits 
Why Join Our Team:<ul><li>
Join a tight-knit crew&mdash;no faceless corporation vibes here</li><li>
Growth potential: promotions and new challenges are part of our DNA</li><li>
Competitive base salary</li><li>
Comprehensive Benefits Package: 100% company-paid medical and dental insurance (starting the 1st of the month following your start date), PTO (vacation, sick), 11 paid holidays, paid birthdays, 401k matching (4%)</li><li>
Free fiber internet service for all employees living in our service area</li><li>
A culture built on integrity, mutual respect, and a shared purpose</li></ul>
Call to Action:
Let's chat. If you're ready to move forward, click &quot;Apply&quot; below, our team can't wait to meet you.</div>

Assistant Technical Support Manager

Arrow Electronics

<div>
 
 Position
 
 
 
 Technical Support Manager- VMware by Broadcom
 
 
 
 Job Description
 
 
 
 We are an American Fortune 500 company headquartered in Centennial, Colorado. The company specializes in distribution and value-added services relating to electronic components and computer products.
 
 
 At
 
 Arrow ECS
 
 we are at the forefront of new internet security technology, providing businesses with technical expertise. As a company we sell, install, and maintain customer's software and hardware solutions such as firewalls, antivirus, web filtering, virtual infrastructures, and network traffic load balancers. Our customers can range from small businesses to some of the biggest companies in the world. We work with these customers to ensure that their IT infrastructure is fast, reliable, secure, and most importantly works well for their needs.
 
 
 Our team has created a unique business environment - one of energy, Innovation, passion, creativity, and collaboration.
 
 
 
 What You Will Be Doing at Arrow?
 
 
 
 The Technical Support Manager will lead and manage a team of VMware by Broadcom technical support professionals, ensuring the team provides timely, best-in-class technical assistance to customers. This role involves overseeing day-to-day operations, ensuring service-level agreements (SLAs) are met, and providing coaching and guidance to team members. You have a true passion for teamwork, possess superb communication &amp; organizational skills, and are comfortable with speaking to customers daily. Technical Support Managers lead and/or participate in several ongoing programs, projects &amp; initiatives.
 
 
 The ideal candidate has strong technical knowledge, excellent leadership skills, and a passion for solving customer problems.
 
 
 
 Team Management &amp; Leadership
 
 
 
 <ul>
 <li>
 Lead a team of skilled Technical Support Engineers, including interviewing &amp; hiring, coordinating skills development &amp; training, and optimizing individual &amp; team performance.
 </li>
 <li>
 Supervise, mentor, and coach the technical support team to improve performance and maintain a high level of customer service.
 </li>
 <li>
 Conduct regular performance evaluations, and one-on-one meetings, and provide constructive feedback.
 </li>
 <li>
 Manage team schedules, including shifts and coverage for peak times and holidays.
 </li>
 <li>
 Monitor and manage day-to-day support operations to ensure customer issues are resolved in a timely and efficient manner.
 </li>
 <li>
 Ensure the team meets or exceeds key performance indicators (KPIs) such as response times, resolution times, and customer satisfaction scores.
 </li>
 <li>
 Handle escalated customer issues that require managerial attention.
 </li>
 <li>
 Identify training needs and arrange appropriate training and development programs for team members.
 </li>
 <li>
 Keep the team updated with the latest technology, tools, and processes to enhance support quality.
 </li>
 <li>
 Prepare regular reports on team performance, customer feedback, and key operational metrics.
 </li>
 <li>
 Ensure customer issues are resolved with empathy and professionalism.
 </li>
 <li>
 Regularly review customer feedback to identify areas for service improvement.
 </li>
 <li>
 Help the team to resolve escalated support incidents from our customers and partners. A percentage of calls will be of a complex technical nature.
 
 
 </li>
 </ul>
 
 Who Are We Looking For?
 
 
 
 In this role, you will have the opportunity to acquire lots of new skills, so you must be
 
 keen to learn and embrace new technologies
 
 and commit to rapid skills development.
 
 
 
 Therefore, What Is Essential For Us
 
 
 
 <ul>
 <li>
 Excellent English language skills both written and verbal.
 </li>
 <li>
 Bachelor's degree in information technology, Computer Science, or related field (or equivalent experience).
 </li>
 <li>
 5+ years of experience in technical support, with at least 2-3 years in as senior support engineer or team leader role.
 </li>
 <li>
 Proven ability to manage, mentor, and motivate a team, with excellent decision-making and problem-solving abilities.
 </li>
 <li>
 Ability to build a culture of collaboration, accountability, and continuous learning.
 </li>
 <li>
 Ability to drive team engagement and foster a positive work environment.
 </li>
 <li>
 Excellent verbal and written communication skills, with the ability to explain complex technical issues to both technical and non-technical audiences.
 </li>
 <li>
 Emotional intelligence &amp; conflict resolution skills to manage escalations professionally with customer-first mindset.
 </li>
 <li>
 Experience in identifying and implementing process optimizations to enhance support efficiency.
 </li>
 <li>
 Experience with virtualization, networking, and troubleshooting.
 </li>
 <li>
 The ability to acquire skills and develop quickly is essential.
 </li>
 <li>
 Willingness to work outside of normal business hours.
 </li>
 <li>
 Previous experience in fast-paced technical support departments.
 </li>
 <li>
 Foreign language skills (German, French, or Spanish) would be a plus but not essential.
 
 
 </li>
 </ul>
 
 Location:
 
 
 
 EG-New Cairo, Egypt (Uvenues)
 
 
 
 Time Type
 
 
 
 Full time
 
 
 
 Job Category
 
 
 
 Engineering and Technology
</div>

Technical Support Manager- VMware by Broadcom

Alnafitha IT

<div>
 
 
 Business Overview:
 
 
 
 Alnafitha IT is a leading independent provider of IT services and solutions in Saudi Arabia, founded in 1993.
 
 
 As a fully Saudi-owned company, we have established ourselves from a startup business to a market leader, offering a comprehensive range of IT solutions tailored to meet the unique requirements of our clients.
 
 
 
 
 
 Our expertise spans across various domains, including Microsoft, AWS, ManageEngine, and Zoho Solutions, ensuring that we deliver strategic IT solutions that drive digital transformation and operational excellence to our clients.
 
 
 
 
 
 With over 30 years of experience, Alnafitha IT has successfully completed more than 4,000 projects, serving over 3,000 satisfied customers, and collaborating with 65+ partners.
 
 
 
 
 
 Our commitment to excellence is evident in our customer-centric approach, which emphasizes engagement, collaboration, and a relentless pursuit of quality in every interaction.
 
 
 
 
 
 Our vision is to be the Kingdom's most customer-centric provider for digital transformation and consultation, fostering innovation and excellence in all our solutions. We are dedicated to optimizing operational efficiency and ensuring effective resource utilization to enhance customer satisfaction and profitability
 
 
 
 
 
 At Alnafitha IT, we believe in empowering our employees and nurturing their growth, which is essential for driving leadership in technology and customer satisfaction. As we continue to expand our presence in the IT landscape, we remain committed to delivering cutting-edge solutions that not only meet but exceed our clients' expectations.
 
 
 
 
 
 
 
 Job Summary/Objective
 
 
 
 
 The Technical Support Manager is responsible for overseeing the daily operations of the
 
 
 technical support team as well as participating as an active member of the team.
 
 
 As a team leader, this position will partner with customer success and business development to
 
 
 deliver exceptional support to customers through phone, email and chat. This team member
 
 
 will be expected to lead by example, organize work, build reports, handle escalations, and help
 
 
 with ad hoc projects, and training
 
 
 
 
 
 
 
 Key Responsibilities:
 
 
 
 
 &bull; Team Leadership and Development
 
 
 &bull; Oversee the day-to-day operations of the Technical Support Team from senior
 
 
 technical leaders to junior staff to ensure effective knowledge transfer within the
 
 
 team
 
 
 &bull; Provide mentorship, coaching, and training to enhance team skills and knowledge
 
 
 and provide personalized guidance and foster professional growth
 
 
 &bull; Arrange and oversee shift scheduling to maintain adequate resource coverage,
 
 
 optimize workload and ensure uninterrupted service delivery
 
 
 &bull; Manage recruitment, performance evaluations, and disciplinary actions for staff to
 
 
 evaluate achievements, identify development needs, and align individual goals with
 
 
 organizational objectives
 
 
 &bull; Customer Satisfaction Management
 
 
 &bull; Act as a senior agent driving customer satisfaction through effective support.
 
 
 &bull; Ensure all customer inquiries and issues are resolved accurately and professionally.
 
 
 &bull; Serve as the primary point of contact for technical VIP cases or executive escalations
 
 
 to protect critical relationships and maintain trust with high-value clients by resolving
 
 
 high impact issues quickly and effectively
 
 
 &bull; Attend escalation meetings and follow up on outcomes to ensure all escalation
 
 
 resolutions are implemented, preventing recurrence and improving customer
 
 
 experience
 
 
 &bull; Operational Oversight
 
 
 &bull; Record, track, and report on team service level agreements (SLAs) and workflows to
 
 
 ensure service commitments are met or exceeded, ensuring customer satisfaction
 
 
 and compliance
 
 
 &bull; Plan for customer support load distribution to anticipate demand fluctuations,
 
 
 optimize staffing levels and maintain consistent service quality
 
 
 &bull; Follow up on technical account manager&rsquo;s tasks to ensure account specific
 
 
 deliverables are on track, issues are addressed, and customer expectations are met
 
 
 &bull; Serve as the escalation point for outsourcing operations issues to address high
 
 
 priority or unresolved issues swiftly and minimize service disruptions
 
 
 &bull; Track customers&rsquo; status for invoicing and renewals to ensure accurate billing, timely
 
 
 renewals, and sustained revenue flow from support contracts
 
 
 &bull; Support Coordination and Onboarding
 
 
 &bull; Provide support for both internal and external customers, managing incoming
 
 
 technical inquiries.
 
 
 &bull; Facilitate the onboarding process for new team members to ensure effective
 
 
 integration.
 
 
 &bull; KPI Development and Monitoring
 
 
 &bull; Assist in the creation and monitoring of team key performance indicators (KPIs).
 
 
 &bull; Analyze support system case trends to identify areas for improvement and prevent
 
 
 future issues.
 
 
 &bull; Process Improvement and Documentation
 
 
 &bull; Review and enhance technical support processes and documentation to streamline
 
 
 processes, eliminate bottlenecks and increase overall service delivery speed &amp; quality
 
 
 &bull; Create relevant support materials and self-service tools for customers and staff
 
 
 &bull; Enable digital transformation and automation to reduce manual effort, improve
 
 
 consistency and increase operational efficiency through technology adoption
 
 
 &bull; Feedback and Communication
 
 
 &bull; Establish a feedback loop for staff and customers on resolved and ongoing issues.
 
 
 &bull; Implement preventive measures to minimize customer faults and issues proactively.
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 Requirements
 
 
 
 Qualifications
 
 
 
 
 
 
 - Education: Bachelor&rsquo;s degree in computer science or equivalent.
 
 
 - Experience: 12+ years&rsquo; experience in Microsoft technologies in one or more of the
 
 
 following: (Microsoft: Active Director, Microsoft Azure and AWS, Microsoft Exchange,
 
 
 Skype for Business, Teams, SCCM, SCOM, VMM, MOM, OMS, Intune, Microsoft
 
 
 SharePoint)
 
 
 - Experience with migration of Exchange customers to Office 365 and end to end support
 
 
 and troubleshooting experience of Exchange Online and Office 365 Hybrid solutions.
 
 
 - Additional skills in Exchange Online Protection, Antigen/Forefront Protection for
 
 
 Exchange.
 
 
 - Experience in AD Security (ATA, AD backup and recovery, security practices and AD
 
 
 health check)
 
 
 - Knowledge in Microsoft Server features (ADFS &ndash; DFS &ndash; RMS &ndash; WSUS &ndash; WDS &ndash; CA &ndash; IIS).
 
 
 - Knowledge in Virtualization (Microsoft Hyper-V, VMWare).
 
 
 - Basic knowledge in SQL database administration and implementation.
 
 
 - Solid understanding of client/server, networking, and Internet technologies
 
 
 fundamentals.
 
 
 - Experience working with Microsoft Server products alongside Microsoft Azure IaaS/
 
 
 PaaS and experience with troubleshooting, configuring and supporting Network and
 
 
 Hybrid scenarios.
 
 
 - Working knowledge in several areas of Azure / AWS PaaS and/or IaaS, such as Azure
 
 
 deployment, ARM template, Application Insights, PowerShell Scripting, Security, High
 
 
 Availability, Azure Storage, Azure Virtual Machine, Backup / Disaster Recovery, Patching,
 
 
 Clustering, Service Resilience, SQL Azure, ADLS and distributed systems etc.
 
 
 - Experienced in DevOps and knowledge of Azure Web Aps, Service Fabric and .NET
 
 
 (Preferred)
 
 
 - Solid Networking Skills (Routing &amp; Switching Protocols, TCP/, DNS, QoS, SIP, VLANs, and
 
 
 WAN protocols)
 
 
 - High sense of responsibility and ownership, acting like owner in what you do.
 
 
 - Exceptional communication and presentation skills
 
 
 - Proven people management and leadership skills
 
 
 - Love being the first line of support and troubleshooting issues
 
 
 - Strong analytical skills to investigate and resolve customer support tickets
 
 
 - Able to multi-task efficiently under time pressure
 
 
 - Able to work with cutting edge technology and assimilate information rapidly
 
 
 Previous experience in managing customer-focused teams
 
 
 Proven experience in managing a service and support focused team culture
 
 
 - Ability to maintain composure during stressful situations.
 
 
 - Fluent in Arabic and English.
 
 
 
 Certification Requirements:
 
 
 
 &bull; CCNA Routing and Switching.
 
 
 &bull; ITIL Expert (Preferred)
 
 
 &bull; MCSE: Core Infrastructure (Must)
 
 
 &bull; MCSE: Private Cloud (Must)
 
 
 &bull; MCSE: Messaging.
 
 
 &bull; PMP Certified (Preferred)
 
 
 &bull; Microsoft 365 Certified: Enterprise Administrator Expert (preferred)
 
 
 &bull; Microsoft Certified: Azure Solutions Architect Expert (preferred)
 
</div>

Technical Support Manager - Microsoft Technologies - Cairo

FNA Group

<div>SUMMARY:
FNA Group is a world-class manufacturer and industry leader in consumer and industrial pressure washers, as well as other outdoor power equipment. Our portfolio of highly regarded brands includes Simpson, Delco, and CRX. In addition, exclusive licensing partnerships with globally recognized names such as DeWalt, Stanley Black &amp; Decker, and Craftsman further enhance FNA's market presence and brand recognition.
FNA Group is a dynamic organization experiencing exceptional growth, driven in large part by its ability to attract, develop, and retain top talent. We are seeking a Customer Service and Product Support Manager to join our team. An energetic, results-driven professional with strong multitasking and problem-solving abilities and the motivation to learn and grow in a fast-paced environment will be successful. 
Primary Purpose:
The Customer Service and Product Support Manager is responsible for overseeing the order entry and sales support team, as well as all post-sale product support functions for FNA. This role manages internal customer service contact center, in addition to leading technical support, warranty, parts, and accessories teams.
The Customer Service and Product Support Manager is accountable for analyzing and delivering summarized reporting on customer reviews, call center interactions, and warranty trends. As a critical leadership role, the Customer Service and Product Support Manager helps ensure that all FNA products and brands consistently uphold FNA's Best-in-Class reputation while meeting and exceeding customer expectations. 
Duties and Responsibilities:<ul><li>
Lead the sales support and order entry team supporting direct dealers, industrial customers, and international accounts.</li><li>
Oversee the technical services team responsible for reviewing, diagnosing, and approving or denying service center warranty claims in accordance with established warranty policies and procedures.</li><li>
Manage the analysis and consolidated reporting of customer call center activity, warranty claims, and returned product data to identify trends and improvement opportunities.</li><li>
Direct the creation, maintenance, and ongoing updates of illustrated parts lists, including associated service parts and kits.</li><li>
Oversee customer- and channel-specific service parts pricing files to ensure accuracy and consistency.</li><li>
Leverage daily parts and accessory sales reports to support timely order fulfillment and customer shipments.</li></ul> 
Qualifications:<ul><li>
Minimum of five years of supervisory experience in product support.</li><li>
Strong critical thinking, decision-making, and problem-solving capabilities.</li><li>
Proven ability to manage multiple priorities effectively in a fast-paced environment.</li><li>
Experience analyzing data to drive process improvements and operational efficiencies.</li><li>
Experience in the Outdoor Power Equipment or Durable Goods industries is preferred but not required.</li></ul> 
Education/Certification:<ul><li>
Bachelor's degree in business management is preferred, but will consider equivalent combination of education and experience.</li></ul> 
Management Responsibilities:
A team of 6 to 9 direct reports.</div>

Customer Service and Product Support Manager

Smartsheet

<div><div>For over 20 years, Smartsheet has empowered teams to manage work seamlessly and scale solutions smarter. Now, in our most ambitious chapter yet, we are uniting human teams with AI agents. By orchestrating the work agents do best, automating manual tasks and uncovering insights at scale, we create the space for people to focus on what truly matters: judgment, creativity, and big thinking. That is magic at work, and it's what we show up for every day.</div>
Smartsheet is looking for a highly technical leader to head our India-based Service Desk and IT Automation operations. This is a working manager role that requires both hands-on technical execution and team leadership. You will manage a team spanning Service Desk, Tier 1 SOC support, and IT Automation Engineering &mdash; driving the technical maturity of our global support infrastructure through automation, scripting, and deep systems integration.

This is a unique working manager role that requires both hands-on technical contribution and team leadership. The position operates in a collaborative matrix structure, where the India-based manager ensures execution and delivery while US-based managers maintain accountability for outcomes and strategic direction. This role reports directly to the Director of End User Systems with close, cooperative partnership with US-based Desktop Support managers.
<h2 class="jobSectionHeader">
You Will</h2>

IT Automation &amp; Architecture
<ul>
<li>Support the IT automation function, driving initiatives that reduce repetitive work and scale operations efficiently</li>
<li>Identify repetitive Tier 1 tasks and drive end-to-end automation from identification through build, testing, and measurement</li>
<li>Mentor team on automation best practices and review technical designs before deployment</li>
</ul>
Team Leadership &amp; Execution
<ul>
<li>Manage India-based Service Desk team with daily coordination with US managers</li>
<li>Ensure clear direction, track progress, remove blockers, and escalate capacity constraints to the Director</li>
<li>Monitor team performance against SLAs, quality standards, and service desk metrics</li>
<li>Lead new employee onboarding sessions</li>
</ul>
Hands-On Technical Contribution
<ul>
<li>Resolve tickets across hardware, software, network, and user access; handle overflow and critical issues</li>
<li>Perform desktop administration: software deployment, system configuration, user provisioning, and hardware lifecycle management</li>
<li>Create and maintain knowledge base articles and process documentation</li>
</ul>
Security &amp; People Development
<ul>
<li>Oversee Tier 1 SOC operations: triage, alert response, and adherence to incident response playbooks</li>
<li>Coach, mentor, and support career growth for India-based engineers; hire and develop top technical talent</li>
</ul><h2 class="jobSectionHeader">You Have</h2>

Experience
<ul>
<li>8+ years in IT engineering or Service Desk operations, including automation engineering experience</li>
<li>4+ years managing or leading technical support teams in matrixed or distributed organizations</li>
<li>Proven track record delivering cross-functional projects with technical ambiguity</li>
</ul>
Technical Skills
<ul>
<li>Deep proficiency in PowerShell or Python; experience building scalable IT automation workflows</li>
<li>Strong hands-on experience with Freshservice (or similar ITSM), including workflow orchestration and API integrations</li>
<li>Experience with Active Directory, M365, Jamf, and endpoint management via Intune and/or Jamf</li>
<li>Working knowledge of EDR platforms, firewalls, and incident response; familiarity with ITIL or equivalent frameworks</li>
</ul>
Work Style
<ul>
<li>Excellent English communication skills; self-motivated with strong follow-through</li>
<li>Comfortable balancing hands-on technical work with management in a US-directed, India-based structure</li>
<li>Flexible to accommodate daily cross-timezone coordination (India US)</li>
<li>Degree in Computer Science, Engineering, or equivalent practical experience</li> 
</ul>
Working Relationship Model: 

Direct Report: Director of End User Systems | Daily Coordination: US-based Desktop Support managers | Responsibility: Ensuring work execution and providing on-site team support | Accountability for Outcomes: Resides with US-based managers

Note: This role requires daily coordination with US-based teams and flexibility in working hours to accommodate cross-timezone collaboration.<div> 

Get to Know Us:

At Smartsheet, your ideas are heard, your potential is supported, and your contributions have real impact. You'll have the freedom to explore, push boundaries, and grow beyond your role. We welcome diverse perspectives and nontraditional paths&mdash;because we know that impact comes from individuals who care deeply and challenge thoughtfully. When you're doing work that stretches you, excites you, and connects you to something bigger, that's magic at work. Let's build what's next, together.

Equal Opportunity Employer:

Smartsheet is an Equal Opportunity (EEO) employer committed to fostering an inclusive environment with the best employees. It is our policy to provide equal employment opportunities to all qualified applicants in accordance with applicable laws in the US, UK, Australia, Germany, Costa Rica, Japan, Bulgaria, India, and Singapore. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know. 


#LI-Remote</div></div>

Sr. Manager, Service Desk & IT Automation (Hybrid in Bangalore)

ASSA ABLOY Group

<div></div><div><div>Job Summary</div> 
<div></div>
<div>
The Technical Service Manager is responsible for leading the delivery of high-touch, expert-level technical support for a premium luxury hardware brand. This role oversees technical operations, escalations, and product expertise while ensuring service levels and performance standards are consistently achieved across all customer interaction channels. This role partners cross-functionally with Engineering, Product Management, Sales, Quality, and Marketing to resolve complex issues, influence product improvements, and support successful product launches, while driving operational excellence and customer satisfaction.</div> 
<div></div>
<div>
Primary Duties and Responsibilities</div> 
<div></div>
<div>
(40%) Service Level Management &amp; Operational Performance
</div><ul><li>Own and manage service levels (SLAs) across phone, email, chat, and case management channels</li>
<li>Monitor daily/weekly/monthly performance for response time, resolution time, and backlog levels</li>
<li>Drive improvements in queue health, staffing alignment, and workload balancing</li>
<li>Provide performance reporting and actionable insights to leadership</li></ul> 
<div></div>
<div>
(20%) Team Leadership &amp; Development
</div><ul><li>Serve as the highest-level escalation point for complex technical issues
</li><li>Oversee Tier II/III support processes to ensure timely and accurate resolutions
</li><li>Define troubleshooting standards for installation, repair, and product application
</li><li>Partner with Engineering and Quality to resolve root causes and systemic issues</li></ul> 
<div></div>
<div>
(20%) Product Knowledge &amp; Training Strategy
</div><ul><li>Develop and execute technical training for customer care, sales, and partners
</li><li>Maintain product knowledge resources and documentation
</li><li>Ensure team expertise across mechanical, electronic, and smart hardware solutions</li></ul> 
<div></div>
<div>
(20%) Cross-Functional Collaboration &amp; Sales Support</div>
<ul>
<li>Own and maintain technical documentation, troubleshooting guides, and escalation workflows</li>
<li>Analyze trends in escalations to identify root causes and recommend improvements</li>
</ul><ul><li>Provide technical consultation for field sales and partners
</li><li>Serve as a subject matter expert for luxury hardware solutions and product selection in high end / complex applications</li></ul> 
<div></div>
<div>
Education and Experience Profile</div> 
<div></div>
<ul>
<li>5&ndash;8+ years of experience in technical support, customer service, or product-focused roles
</li><li>2&ndash;4+ years of leadership experience (supervisor, lead, or manager level) with direct responsibility for team performance and outcomes
</li><li>Proven experience managing technical escalations and complex customer issues
</li><li>Experience working with mechanical and/or electronic hardware products preferred
</li><li>Demonstrated ownership of service levels, queue performance, or operational metrics in a contact center or service environment</li></ul> 
<div></div>
<div>
Required Skills</div> 
<div></div>
<ul>
<li>Advanced troubleshooting and problem-solving capabilities across mechanical and electronic hardware systems
</li><li>Strong understanding of product applications, installation processes, and technical diagnostics
</li><li>Ability to manage and resolve complex technical escalations with sound judgment and accuracy
</li><li>Proficiency in CRM platforms (Salesforce preferred) and service management tools</li>
<li>Proven ability to lead, coach, and develop high-performing technical service teams
</li><li>Strong performance management skills, including driving accountability to service levels (SLAs) and quality standards
</li><li>Ability to prioritize, delegate, and manage multiple workflows in a fast-paced environment
</li><li>Experience building a culture of continuous improvement and operational excellence</li></ul> 
<div></div>
<div>
Work Environment</div> 
<div></div>
<ul>
<li>Fast-paced, customer-focused environment with high visibility across the business
</li><li>Regular interaction with internal teams, external partners, and customers
</li><li>May require occasional travel for training, product launches, or field support</li></ul> 
<div></div>
<div>
</div><div>The above information on this description has been designed to indicate the general nature and level of work performed by employees within this job/classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.</div> 
<div></div>
<div>
ASSA ABLOY is an Equal Employment Opportunity employer.</div><div></div><div> 
</div><div>We are the ASSA ABLOY Group 
Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 63,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces &ndash; physical and virtual &ndash; safer, more secure, and easier to access.</div>
<div>
As an employer, we value results &ndash; not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions &ndash; supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally.</div>
<div>
As we welcome new people on board, it&rsquo;s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.</div></div>

Technical Service Manager

Al Aida IT Technologies

Join Our Team as an IT Support Agent!Are you passionate about IT and helping others? We are looking for a skilled Technical Support Agent to join our remote team. If you have a knack for troubleshooting and providing excellent customer service, we want you!Responsibilities:<ul><li>Provide remote technical support via phone, email, and chat.</li><li>Troubleshoot software and hardware issues.</li><li>Guide clients through step-by-step solutions.</li><li>Document and track issues in the ticketing system.</li><li>Follow up with clients to ensure issue resolution.</li></ul>Qualifications:<ul><li>Bachelor&rsquo;s degree in IT, Computer Science, or related field.</li><li>Experience in a technical support role.</li><li>Strong problem-solving and communication skills.</li></ul>What We Offer:<ul><li>Basic Salary: EGP 14,000 per month</li><li>Ticket Resolution Incentive</li><li>Customer Satisfaction Incentive</li><li>Attendance Bonus</li></ul>Apply now and become a part of our growing team!Incentives:<ul><li>Ticket Resolution Incentive: Additional EGP 1000 for every 50 tickets resolved within SLA.</li><li>Customer Satisfaction Incentive: Additional EGP 1,000 per month for maintaining a customer satisfaction rating above 90%.</li><li>Attendance Bonus: Additional EGP 1000 for 100% attendance.</li></ul>Reports To: Technical Support ManagerResponsibilities:<ul><li>Provide remote technical support via phone, email, and chat.</li><li>Diagnose and troubleshoot software and hardware issues.</li><li>Guide clients through step-by-step solutions.</li><li>Document and track issues in the ticketing system.</li><li>Follow up with clients to ensure issue resolution.</li></ul>Qualifications:<ul><li>Bachelor&rsquo;s degree in Information Technology, Computer Science, or a related field.</li><li>Proven experience as a technical support agent or similar role.</li><li>Excellent communication and problem-solving skills.</li><li>Proficiency in Windows, Mac OS, and common office software.</li><li>Familiarity with remote desktop applications and help desk software.</li></ul>Skills:<ul><li>Strong analytical and troubleshooting skills.</li><li>Ability to work independently and in a team.</li><li>Customer-oriented and cool-tempered.</li><li>Excellent written and verbal communication skills.</li></ul>Job Type: Full-timePay: E&pound;14,000.00 per monthApplication Question(s):<ul><li>Do you have a quiet location with a stable internet connection to work from full-time?</li></ul>Experience:<ul><li>IT Technical Support: 2 years (Required)</li></ul>Language:<ul><li>Fluent English Reading and Writing (Required)</li></ul>Work Location: Remote

IT Support Agent - Full-time, Remote

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