Ops & Tech Support Manager

Optimiza is looking for an Operations and Technical Support Manager to oversee the technical support team and enhance operational efficiency across our organization. The successful candidate will have a strong background in IT support, excellent leadership abilities, and a commitment to providing high-quality service to our clients.

Key Responsibilities:

• Lead the operations and technical support team, ensuring timely and effective support for all technical issues.
• Develop and implement processes to optimize team performance and improve customer satisfaction.
• Monitor and analyze support metrics to identify trends and areas for improvement.
• Collaborate with other department heads to align technical support efforts with business goals.
• Manage escalated support requests, providing expert-level troubleshooting and resolution.
• Conduct regular performance reviews and provide coaching and training for team members.
• Establish and maintain documentation of systems, processes, and procedures to ensure smooth operations.
• Stay current with industry trends and best practices in technical support and operations.
• Oversee administrative affairs in Future Stations.
• Oversee financial affairs in Future Stations.
• Provide technical and logistical support.
• Manage and implement a comprehensive periodic maintenance program.
• Enhance electronic readiness.
• Develop and monitor the risk management plan.
• Ensure service continuity per the operational plan.
• Plan capacity-building programs for staff in coordination with relevant departments.
• Submit a monthly achievements report.
• Develop plans to improve the work environment

• Bachelor’s degree in Business Administration, Information Technology, or a related field.
• 6+ years of experience in technical support with at least 2 years in a managerial role.
• Strong knowledge of IT support processes and best practices.
• Excellent leadership and team management skills.
• Proficient in using support ticket systems and performance analytics tools.
• Strong communication and interpersonal skills, with a customer-focused mindset.
• Ability to analyze complex problems and implement effective solutions.
• Knowledge of ITIL or other service management frameworks is a plus.

• Class A Health Insurance