Technical Support Manager

About the role

We are looking for an experienced and customer-focused Technical Support Manager to lead our Managed Services and Helpdesk team, ensuring exceptional service delivery and 24x7 operational support for our enterprise customers.

Key responsibilities

• Lead, mentor, and develop a team of support engineers and helpdesk specialists.
• Manage shift schedules, standby rosters, and resource planning to ensure continuous service coverage.
• Foster a high-performance, customer-centric support culture.
• Own incident management, escalation processes, and SLA performance.
• Serve as the primary escalation point for critical customer issues and service disruptions.
• Drive incident resolution, root cause analysis, and preventive improvement initiatives.
• Build trusted relationships with customers and key stakeholders.
• Conduct regular service review meetings to discuss service performance, incidents, enhancement requests, and continuous improvement opportunities.
• Prepare and present service reports, KPI reviews, and operational updates.
• Coordinate maintenance activities, system upgrades, and change management processes with customers, internal teams, and technology partners such as Genesys.

About you

• Higher Diploma or Bachelor's Degree in Information Technology, Computer Science, Engineering, or a related discipline.
• Minimum 6 years of experience in technical support, managed services, or IT service delivery.
• At least 3 years of experience leading and managing a technical support or service desk team.
• Hands-on experience with Jira Service Management for incident tracking, service requests, and SLA management is essential.
• Experience supporting Contact Center, CCaaS, Unified Communications, Voice, SIP, or Omni-channel solutions is highly preferred.
• Knowledge of Genesys Cloud, Microsoft Teams Voice, or cloud-based customer engagement platforms will be an advantage.
• Familiarity with IT Service Management (ITSM) frameworks and ITIL best practices.
• Strong problem-solving, communication, and stakeholder management skills.
• Fluent in both English and Cantonese.
• Willing to participate in on-call and after-hours support when required.

Benefits

• Competitive salary and performance-based rewards.
• Medical and employee benefits package.
• Professional training and industry certification sponsorship.
• Career advancement opportunities in a fast-growing technology company.
• Exposure to leading cloud technologies, AI-powered customer experience solutions, and regional enterprise projects.
• Collaborative and supportive team environment.

About us

CTINT is a leading provider of AI-powered Customer Experience (CX), Contact Center as a Service (CCaaS), CRM, and digital engagement solutions across Hong Kong and the Asia Pacific region. We help enterprises transform customer interactions through Genesys Cloud and innovative custom applications, delivering secure, scalable, and always-on customer engagement platforms.