Job Description

Technical Support manager

Join our team as a Technical Support manager in the department. 

Key Responsibilities

Lead, mentor, and manage the technical support team. Monitor and ensure timely resolution of support tickets and technical issues. Develop and implement support processes, workflows, and SLAs. Coordinate with development and implementation teams for complex issues. Analyze support trends and provide recommendations for improvements. Conduct regular team meetings, training, and performance reviews. Maintain support documentation, knowledge base, and standard operating procedures. Handle escalations and complex technical problems. Ensure customer satisfaction and maintain service quality. Plan and manage resources and schedules to optimize support operations.

Experience Requirements

Bachelor’s degree in Computer Science, Information Systems, or related field

Years of Experience: 5

Proven experience in technical support and team management. Strong knowledge of ERP systems and business processes. Experience with ticketing systems and SLA management. Excellent leadership, communication, and problem-solving skills. Ability to work under pressure and manage multiple priorities.

Experience managing ERP support teams. Familiarity with ITIL or other support frameworks. Knowledge of database management and system integration. Ability to train and develop support staff. Strong analytical and reporting skills.

Employment Type

Work Location

6062 Elmerag el3olui, Zahraa Elmaadi, Cairo, Egypt