Technical Support Manager

Kiddie Global Solutions

3d • Hybrid

About The Position

Aritech is seeking a full-time Technical Support Manager to lead and develop Tier 1 and Tier 2 support teams. The role is responsible for delivering exceptional customer experiences through efficient case management, proactive escalation handling, and operational excellence. It drives service delivery performance, customer satisfaction, and continuous improvement through data-driven KPIs, standardized processes, and cross-functional collaboration. The manager serves as a bridge between customers, support engineers, product teams, and senior leadership, ensuring timely technical issue resolution while maintaining customer trust and operational efficiency.

The position is based in a hybrid working model. Candidates must be based in Gdansk, Poland; Paris, France; Brussels, Belgium; or Weert, the Netherlands, and be able to work from the corresponding office as required. Flexible hours, including evenings and weekends, may be necessary.

Requirements

• Fluent in English.
• Proven experience managing Technical Support, Service Desk, or Customer Support teams.
• Strong leadership experience managing L1 and L2 technical support organizations.
• Deep understanding of case management, escalation management, and service delivery operations.
• Experience with CRM and ticketing systems such as ServiceNow, Salesforce, or Talkdesk.
• Strong analytical capability and experience managing KPI-driven organizations.
• Excellent customer communication and stakeholder management skills.
• Experience in incident management, problem management, and operational governance.
• Ability to lead in high-pressure customer-facing situations.
• Strong process improvement and continuous service improvement mindset.
• Willingness to work flexible hours, including evenings and weekends, if necessary.
• Must be based in Gdansk, Poland; Paris, France; Brussels, Belgium; or Weert, the Netherlands, and able to work from the corresponding office as required.

Nice To Haves

• Additional languages are an advantage.

Responsibilities

• Champion a customer-first culture and own customer satisfaction outcomes and consistent delivery of high-quality support.
• Serve as a senior point of contact for critical customer situations and executive-level escalations; communicate proactively during high-impact incidents and service disruptions.
• Build relationships with key customers and stakeholders to identify support trends and improvement opportunities.
• Lead, mentor, and develop L1 and L2 Technical Support Engineers; set goals and performance expectations, establish development plans, and conduct coaching, reviews, and skills assessments.
• Foster accountability, continuous learning, collaboration, and customer advocacy within the team.
• Manage workforce planning, resource allocation, and shift coverage to meet service demands.
• Oversee the full customer support case lifecycle, ensuring appropriate triage, prioritization, and resolution within agreed service levels.
• Monitor case backlogs, improve resolution efficiency, review case quality, and govern case ownership, documentation, and closure.
• Manage technical and customer-critical escalations through resolution, coordinating with Product Engineering and R&D.
• Lead escalation reviews and root cause analysis; develop and maintain escalation frameworks and provide timely executive communications and risk mitigation plans for business-critical issues.
• Own and report operational metrics, including NPS, case resolution time, MTTR, SLA compliance, escalation volume and ageing, customer escalation rate, and team productivity.
• Analyze support trends and performance data, identify improvement opportunities, and present business reviews and performance updates to senior leadership.
• Develop a scalable, consistent, quality-focused support model; establish and maintain SOPs and workflows.
• Lead continuous improvement initiatives using data and customer feedback; improve incident, problem, and knowledge management processes.
• Implement automation opportunities, including AI adoption, to improve efficiency and reduce customer effort.
• Ensure compliance with organizational policies, security requirements, and support standards.
• Develop a knowledge-sharing culture and ensure support documentation is current, accurate, and accessible.
• Drive root cause analysis and knowledge article creation after major incidents, and promote self-service capabilities to improve customer outcomes and reduce support volume.

Benefits

• Competitive salary and benefits package.
• Potential eligibility for an annual performance bonus based on individual and company performance.
• Stable employment in a mature engineering environment.
• Career growth and professional development opportunities.
• A culture encouraging independence, creativity, and continuous learning.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed