Technical Support Manager – Microsoft Technologies

About the role

The Technical Support Manager will lead the technical support team delivering Microsoft‑based solutions to customers in Cairo. This role blends hands‑on support with people management, ensuring high‑quality service through phone, email and chat channels while fostering team growth.

Key responsibilities

• Lead and develop the Technical Support Team, from senior technical leaders to junior staff.
• Oversee day‑to‑day operations to ensure effective knowledge transfer and uninterrupted service delivery.
• Provide mentorship, coaching and training to enhance team skills and professional growth.
• Arrange and manage shift scheduling to maintain adequate resource coverage.
• Manage recruitment, performance evaluations and disciplinary actions for staff.
• Drive customer satisfaction by handling escalations and ensuring accurate, professional issue resolution.
• Act as the primary point of contact for complex customer inquiries.
• Lead ad‑hoc projects and training initiatives.

Required profile

• Proven experience leading technical support teams.
• Strong ability to mentor, coach and develop staff.
• Experience in scheduling and resource planning.
• Capability to manage recruitment, performance reviews and disciplinary processes.
• Customer‑focused mindset with a track record of handling escalations effectively.

Required skills

• Microsoft technologies