Technical Support Manager

Location: DHA Phase 2, Islamabad, Pakistan

Job Type: Full-Time | Onsite
Work Schedule:

• Winter: 7:00 PM – 3:00 AM
• Summer: 6:00 PM – 2:00 AM
  

Job Overview

We are hiring an experienced Technical Support Manager to lead and scale our technical support operations. This role is ideal for a results-driven support leader with strong technical expertise, excellent English communication skills, and hands-on experience managing support teams, SLAs, and client escalations.

As a Technical Support Manager, you will be responsible for overseeing end-to-end support operations, ensuring high customer satisfaction, and collaborating with engineering and infrastructure teams to resolve complex technical issues.

Key Responsibilities

• Lead, mentor, and manage a team of Technical Support Engineers
• Oversee daily technical support operations and ensure timely issue resolution
• Handle client escalations professionally with strong English communication
• Define, monitor, and continuously improve support processes, SLAs, and KPIs
• Coordinate with development, QA, and infrastructure teams for issue resolution
• Review and approve support tickets, reports, and technical documentation
• Train team members on technical troubleshooting, tools, and customer communication
• Monitor team performance, conduct evaluations, and provide regular feedback
• Ensure high levels of customer satisfaction, service quality, and response time

Required Skills & Qualifications

• Bachelors degree in Computer Science, Information Technology, or a related field
• 4–6 years of experience in technical support
• 1–2 years of experience in a Team Lead / Managerial role
• Strong technical troubleshooting and system understanding
• Excellent spoken and written English communication skills
• Proven experience managing teams and handling complex client escalations
• Strong analytical, decision-making, and problem-solving skills
• Hands-on experience with ticketing systems, support reporting, and metrics

Preferred / Nice-to-Have Skills

• Experience working in software companies or IT services
• Familiarity with support analytics, SLA tracking, and performance dashboards
• Experience supporting international clients or global time zones

Compensation & Benefits

• Salary Range: PKR 100,000 – 140,000 (based on experience)
• Fuel allowance
• Medical benefits
• Food & accommodation support
• Stable, long-term role with growth opportunities

Why Join Us?

• Leadership role with real ownership and impact
• Work with international clients and technical teams
• Supportive management and performance-driven culture
• Opportunity to grow into senior operations or service leadership roles