Team Leader - Technical Support (UAE)
About the Role
As a Team Leader for Technical Support in the UAE at OmniTech Solutions, you will be responsible for leading and managing technical support operations to ensure excellent client service and optimal team performance in the Middle Eastern market. You'll play a crucial role in maintaining our high standards of technical support while developing and mentoring your team members to achieve their full potential. This leadership position requires strong technical expertise, team management skills, and a deep understanding of technical support best practices tailored to the UAE market. You'll be responsible for monitoring team performance, handling complex technical escalations, implementing process improvements, and ensuring that all technical support activities meet our quality standards. This role offers the opportunity to shape technical support operations in the Middle East, develop future leaders, and contribute to our continued success in the competitive BPO market while working in a dynamic, technology-focused environment.
What You Will Be Doing
- Lead and manage technical support operations in the UAE to ensure excellent client service
- Monitor team performance metrics including resolution times, first-call resolution, and customer satisfaction
- Provide coaching, training, and development opportunities for technical support team members
- Handle complex technical escalations and advanced troubleshooting issues
- Implement and maintain quality assurance processes for technical support operations
- Conduct regular team meetings, performance reviews, and one-on-one sessions
- Develop and implement process improvements to enhance technical support efficiency
- Ensure team compliance with technical support policies, procedures, and client requirements
- Manage team schedules, workload distribution, and resource allocation
- Prepare and present regular reports on team performance and technical support metrics
Required Skills & Qualifications
- Bachelor's degree in Computer Science, Information Technology, or related field
- 4+ years of experience in technical support, with at least 2 years in a leadership role
- Proven track record of leading technical support teams and achieving service targets
- Strong leadership and team management skills with ability to motivate and develop staff
- Excellent communication and interpersonal skills for team and client interactions
- Strong analytical and problem-solving skills with attention to detail
- Experience with technical support tools, ticketing systems, and performance metrics
- Understanding of technical support best practices and service level agreements
- Ability to work in a fast-paced environment and handle multiple priorities simultaneously
- Strong customer focus and commitment to delivering exceptional technical support
Nice to Have
- Certification in technical support management or team leadership
- Experience with remote support tools and cloud-based technical solutions
- Previous experience in BPO or call center environments
- Knowledge of UAE market dynamics and business practices
- Experience with process improvement methodologies (Six Sigma, Lean)
- Multilingual skills for international technical support operations
Benefits & Perks
- Competitive salary with performance bonuses
- Health insurance and comprehensive benefits package
- Professional development and training opportunities
- Flexible work arrangements and remote work options
Apply for this Position
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