Technical Support Manager

About the role

Alnafitha IT is seeking a Technical Support Manager to lead its technical support team. The role combines hands‑on support with team leadership, ensuring high‑quality service delivery through phone, email and chat channels.

Key responsibilities

• Lead and develop the Technical Support Team, from senior technical leaders to junior staff.
• Organise shift schedules to guarantee adequate coverage and uninterrupted service.
• Manage recruitment, performance evaluations and disciplinary actions.
• Mentor, coach and train team members to enhance technical knowledge and professional growth.
• Act as a senior agent driving customer satisfaction and handling escalations.
• Serve as the primary point of contact for technical VIP customers.
• Collaborate with Customer Success and Business Development to deliver exceptional support.

Required profile

• Proven experience leading technical support or help‑desk teams.
• Strong communication skills and ability to manage escalations.
• Demonstrated capability in recruitment, performance management and staff development.
• Customer‑focused mindset with a track record of improving satisfaction levels.

Required skills

• Microsoft technologies
• AWS cloud services
• ManageEngine suite
• Zoho Solutions