Technical Services Manager

Lead and manage our Kuala Lumpur Support Team, focusing on knowledge, performance, and development.- Recruit, train, and mentor team members to ensure continuous improvement.- Monitor operations to maintain process adherence and quality standards.- Drive achievement of SLA targets, Customer Satisfaction, and operational metrics.- Implement efficiency measures, including automation and cost reduction.- Communicate strategic information and department news to stakeholders.- Collaborate with Regional Support Managers to develop and implement support processes.- Act as the point of escalation for complex support issues, prioritizing customer needs.- Possess a thorough understanding of current technology for effective troubleshooting.- Proactively suggest improvements to enhance team performance and customer experience.- Coordinate with global support managers to align processes and resources.- Adjust work hours when necessary to meet business demands.**Requirements**:- 5+ years managing Technical Support teams, with at least 20 agents, in the technology sector.- Technical expertise with 5+ years of experience in Technical/Application Support roles.- Skilled in conflict resolution and maintaining positive relationships.- Strong commitment to mentorship and fostering a positive work culture.- Proficient in Performance Management and setting clear expectations.- Flexible and adaptable to changing priorities and customer needs.- Self-motivated with excellent communication skills.- Fluent in written and spoken English.- Availability to work outside standard hours occasionally.**Job Type**: Permanent**Salary**: RM13,000.00 - RM15,000.00 per month**Benefits**:- Health insurance- Opportunities for promotion- Professional development- Vision insuranceSchedule:- Monday to Friday- On call**Experience**:- Technical Support Team Management: 5 years (required)