Technical Support Operations Manager

Location:

Pune or Hyderabad (On-site / Remote with Night & Weekend Oversight)

Department:

Managed Services / Technical Support

Reports To:

Director of Operations / Service Delivery Head

Job Summary

We are looking for a highly disciplined and proactive

Technical Support Operations Manager

to lead and oversee our support team. This role is focused on

team performance, communication quality, process adherence, and customer satisfaction

rather than deep technical expertise.

The ideal candidate has strong experience managing tech support teams, ensuring accountability, eliminating gaps in communication, and maintaining high service standards across all shifts—including nights and weekends.

Key Responsibilities

1. Team Management & Accountability

• Supervise day-to-day activities of the technical support team
• Enforce strict discipline, ownership, and responsiveness across the team
• Ensure

zero tolerance for negligence

, including missed tickets, delayed responses, or inactivity during shifts

• Monitor team attendance, engagement, and productivity—especially during night and weekend shifts
• Prevent slacking, idle time, or unresponsiveness during working hours

2. Communication Monitoring & Quality Control

• Actively monitor:
• Customer emails
• Microsoft Teams / internal chat communication
• Ticketing system updates and responses
• Ensure all communication is:
• Clear, professional, and timely
• Aligned with company standards
• Identify gaps in communication and take immediate corrective action
• Train team members on

effective customer communication and tone

3. Customer Satisfaction & Follow-Ups

• Proactively follow up with customers to ensure:
• Issues are fully resolved
• No dissatisfaction or communication gaps exist
• Act as an escalation point for unhappy or high-priority customers
• Ensure consistent customer experience across all interactions

4. Process Enforcement & Compliance

• Ensure all team members strictly follow defined SOPs and workflows
• Regularly audit tickets and workflows for:
• Proper documentation
• Correct process adherence
• Timely updates
• Identify process deviations and enforce corrective measures
• Work with leadership to improve and refine SOPs

5. Performance Monitoring & Reporting

• Track and report key metrics such as:
• Ticket response & resolution times
• SLA compliance
• Customer satisfaction indicators
• Conduct regular performance reviews and feedback sessions
• Identify underperformers and implement improvement plans

6. Training & Development

• Coach team members on:
• Communication skills
• Customer handling
• Professional behavior
• Conduct regular training sessions and refreshers
• Build a culture of accountability and continuous improvement

7. Shift & Weekend Oversight

• Ensure full coverage and active monitoring during:
• Night shifts
• Weekend operations
• Implement checks to ensure:
• No missed alerts, tickets, or communications
• Team members remain active and responsive throughout shifts

Required Skills & Qualifications

Must-Have:

• 5+ years experience managing a

technical support or helpdesk team

• Strong background in

team supervision, operations, and customer handling

• Excellent written and verbal communication skills
• Experience working in

MSP / IT support / service desk environments

• Proven ability to enforce discipline and accountability

Good to Have (Not Mandatory):

• Basic understanding of IT support workflows (tickets, SLAs, escalation)
• Experience with tools like:
• Ticketing systems (ConnectWise, ServiceNow, Zendesk, etc.)
• Microsoft Teams / Slack
• Exposure to international client handling (US/UK shifts preferred)

Key Traits We Are Looking For

• Highly

detail-oriented and process-driven

• Strict, fair, and

results-focused leader

• Strong follow-up mindset—does not let things slip
• Assertive communicator who can

correct behavior immediately

• Proactive and highly responsive

Success Metrics (KPIs)

• 100% ticket a