Support & Technical Operations Lead

Open 55d

Role Overview

NxaTel is seeking a Support & Technical Operations Lead to take full ownership of our support operations and technical escalations. This role is critical to stabilising day-to-day support, improving response quality, and ensuring technical issues are resolved efficiently and transparently.

This is an operations-first, technically strong role. The successful candidate will be office-based, overseeing inbound support, supervising ticket flow and job scheduling, and acting as the final technical escalation point when issues become complex.

This is not a software development role and not a remote position.

Key Responsibilities

1. Support Desk Ownership (Primary Responsibility)

Own and oversee all inbound support tickets.
Ensure tickets are logged correctly, prioritised appropriately, and assigned without delay.
Monitor SLAs, response times, and resolution quality.
Handle and resolve escalations personally where required.
Ensure clear communication with customers during incidents and escalations.
Maintain high standards of professionalism, accuracy, and accountability.

2. Technical Escalation & Troubleshooting

Act as the final internal escalation point for complex technical issues.
Independently diagnose and resolve network, connectivity, voice, and installation-related problems.
Support troubleshooting for field technicians and support agents.
Engage vendors or third parties when necessary and manage those escalations.
Identify root causes of recurring issues and recommend corrective actions.

3. Job Scheduling & Field Oversight

Oversee scheduling of installations, upgrades, and on-site technical jobs.
Ensure technicians are properly prepared before dispatch.
Conduct quality checks on completed work.
Attend site visits as and when necessary for escalations, complex installs, or quality assurance.

4. Operational Stability & Process Improvement

Improve and enforce support workflows and escalation paths.
Ensure basic documentation and knowledge base material is maintained.
Track trends in tickets, faults, and customer complaints.
Provide clear weekly reports covering issues, risks, and operational insights.
Work closely with management and product/project teams to improve service reliability.

What This Role Is Not

Not a software development or engineering manager role
Not a hands-off supervisory position
Not a remote or hybrid-working role
Not a “figure it out as you go” position

This role requires real technical competence, presence, and ownership.

Requirements

Required Skills & Experience

Mandatory:

Strong technical background in IT, networking, ISP, voice, or telecom environments.
Proven experience handling real technical escalations independently.
Solid understanding of support desk operations and ticketing systems.
Ability to prioritise, make decisions, and remain calm under pressure.
Clear written and verbal communication skills.
High personal integrity and commitment to transparency.

Nice to Have:

Experience leading or supervising support or technical teams.
Exposure to field installations and on-site troubleshooting.
Familiarity with structured reporting and operational metrics.

Personal Attributes We Value

Honest and transparent — no deflection or misrepresentation.
Technically confident, not reliant on prompts or guesswork.
Process-driven and organised.
Accountable and dependable.
Respected by peers for competence and integrity.

Performance Expectations (First 90 Days)

Support ticket flow is stabilised and clearly visible.
Escalations are handled decisively and professionally.
Clear reporting on recurring issues and operational risks.
Improved confidence from the support and technical teams.
No unresolved “mystery issues” or hidden problems.

Benefits

UIF
Provident & Funeral once permanent

Show