Job Summary: An experienced technical support leader to drive service excellence, scale operations, and ensure high customer satisfaction through effective team and process management. Responsibilities Lead, mentor, and develop the technical support team to maintain high productivity and engagement. Set clear performance goals, conduct training, and manage recruitment, onboarding, and evaluations. Oversee customer issue resolution and act as the escalation point for complex technical cases. Develop and refine customer support strategies to improve service quality and satisfaction. Establish, maintain, and enforce Standard Operating Procedures (SOPs) for support operations. Ensure compliance with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). Implement and optimise ticketing, monitoring, reporting, and communication tools. Analyse support trends and metrics to improve workflows and operational efficiency. Provide technical guidance on troubleshooting and collabor...