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