Manager Technical Support (Onsite, Lahore, PKR Salary)

HR POD Careers


Date: 3 weeks ago
City: Lahore
Contract type: Full time
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.
  • Willingness to manage on-call support or after-hours escalations when required.


Responsibilities:

  • 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 Contegris 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.
  • Understand and implement Contegriss Information Security Management System (ISMS) policies across all relevant functions.

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