Technical Support Director

Job Summary

We are seeking an experienced Technical Support Director to lead our support operations, ensure high-quality customer service, and optimize technical support processes. This role is responsible for managing support teams, improving service performance, and delivering efficient resolution of technical issues.

Key Responsibilities

• Lead and manage technical support teams and daily operations
• Develop and implement support strategies, processes, and KPIs
• Ensure timely resolution of customer issues and service requests
• Monitor performance metrics and drive continuous improvement
• Collaborate with engineering and product teams to resolve complex issues
• Manage support tools, systems, and knowledge bases
• Oversee customer satisfaction and service quality standards
• Handle escalations and ensure effective issue resolution

Qualifications

• Bachelor’s degree in IT, Computer Science, or related field
• 8+ years of experience in technical support or IT service management
• Proven leadership experience managing support teams
• Strong problem-solving and troubleshooting skills
• Experience with ticketing systems and support tools
• Excellent communication and customer service abilities

Job Type: Full-time

Pay: KD2,900.000 per month

Work Location: In person