Manager, Technical Support

Responsibilities

• Lead and manage a team of Team Leads and Technical Support Engineers across L1 to L3 support
• Conduct regular one-on-one meetings to drive performance, engagement, and career development
• Ensure adherence to SLAs, response times, and overall service quality standards
• Monitor support queues, escalations, and resolution effectiveness to maintain operational excellence
• Prepare and present monthly performance reports, including key metrics and improvement plans
• Coach and develop team members to enhance technical capability and productivity
• Collaborate with Product, Engineering, and Customer Success teams to improve processes and customer outcomes
• Act as an escalation point for critical issues and ensure timely resolution

Requirements

• Degree or Diploma in Computer Networking, Information Technology, Computer Science, or a related field
• 8+ years of experience in technical support
• 3+ years of experience in a leadership or management role
• Strong understanding of technical support operations, including SLA management
• Knowledge of mobile computing platforms including Windows, iOS, and Android
• Understanding of networking fundamentals, databases, and enterprise software environments
• Excellent verbal and written communication skills in English

Preferred Qualifications

• Experience with Mobile Device Management (MDM) solutions
• Working knowledge of Microsoft SQL or similar database technologies

Benefits

• Opportunity to work with leading-edge technologies and global tech giants
• Fast-paced environment that encourages innovation and personal growth
• Collaborative and agile team culture

About the Company

SOTI is a proven innovator and industry leader in simplifying business mobility solutions. With over 17,000 customers globally, SOTI provides a comprehensive portfolio of solutions to manage, secure, and support business-critical mobile and IoT devices.