Senior Technical Support Manager

Description:

📢 We’re Hiring: Senior Technical Support Manager
📍 Location: Karachi, On-site
🏢 Company: Xper2Go Pvt. Ltd.
🕘 Employment Type: Full-Time
🌙 Shift Type: Night Shift (9AM – 6PM, Pacific Time Zone)
🎓 Education: Bachelor’s or Master’s degree in information technology, Computer Science, or a related field
💼 Experience: 15+ Years (IT Services / MSP Environment)

Xper2Go Pvt. Ltd., a technology-driven managed services provider supporting U.S.-based clients, is looking for a Senior Technical Support Manager to lead service delivery, technical quality, and client satisfaction across managed services accounts.

Key Responsibilities:
- Own service delivery outcomes for assigned clients, ensuring SLAs, KPIs, and contractual commitments are met.
- Act as the primary escalation point for complex technical and service-related issues.
- Provide leadership and technical oversight to Service Desk and Engineering teams.
- Lead ticket quality reviews, SLA adherence, and continuous improvement initiatives.
- Analyze ticket trends, root causes, and escalation patterns to reduce recurring issues.
- Monitor engineering efficiency, capacity planning, workload distribution, and support demand forecasting.
- Coordinate across Service Desk, NOC, SOC, and Engineering teams to ensure seamless service delivery.
- Support client onboarding, service transitions, and cross-functional alignment.
- Track and report on service performance, CSAT, risks, and improvement plans to leadership.

Requirements:
✅ Total 15+ years of experience of which, 8–12+ years in IT services or MSP environments and 3–5+ years in service management, escalation, or technical leadership roles
✅ Strong knowledge of Microsoft 365, Azure, Windows Server, networking, and security fundamentals
✅ Experience with RMM and PSA tools (e.g., ConnectWise, Autotask, Datto, NinjaOne)
✅ Excellent verbal and written communication skills
✅ ITIL, PMP, MCT certifications preferred
✅ Relevant Microsoft, CompTIA, or vendor certifications
✅ Experience managing distributed or offshore teams