Technical Support Manager (Up to 50k)

As a Technical Support Manager, you will engage with Global Enterprise & Wholesale customers. You’re driven by helping clients successfully adopt the solutions they’ve invested in, removing obstacles to adoption, and identifying opportunities to expand service offerings in line with their evolving business needs. Your experience and customer centric approach will be key in delivering exceptional client satisfaction.

Key Responsibilities:

• Position the organization as a trusted and strategic partner to enterprise clients.
• Leverage data insights to proactively deliver measurable business results.
• Use strong interpersonal skills to adapt to customer needs, gather feedback, and guide them toward their objectives.
• Act as a strategic advisor by understanding client goals and aligning solutions to support their outcomes.
• Drive continuous improvement initiatives and ensure benefits are tracked and aligned with delivery frameworks.
• Coordinate internal stakeholders and resources to ensure customer needs are met effectively.
• Identify and anticipate challenges or opportunities that require enhanced solutions with broader business impact.

Qualifications & Experience:

• Exceptional written and verbal communication skills.
• Strong customer-facing abilities with a professional and polished presence.
• Working knowledge of ITIL and its application in service delivery.
• Demonstrated success in managing external client relationships.
• Analytical thinking with the ability to interpret data and provide actionable insights.
• Experience in managing operational issues and delivering clear customer updates.
• High level of organisation, accountability, and self-motivation.
• Familiarity with the telecommunications or IT services industry.

Highly Desirable:

• Tertiary qualification in Business, Management, Engineering, IT, or a related field.
• Understanding of IP, Cloud, and Layer 1 technologies, or ability to acquire this knowledge quickly.
• Experience handling complex customer issues through to resolution.
• Certification or training in Customer Success practices.
• Minimum five years’ experience in telecom or ICT network operations, management, or service delivery.