Senior Technical Support Center Leader

We are looking for a Senior Technical Support Center Leader to join a leading technology organization and take ownership of a strategic, high-impact support operation serving major Enterprise customers.

This is a senior leadership position combining people management, deep technical expertise, operational excellence, and strong business partnership. The role will lead a complex technology support center specializing in Networking, Cybersecurity, Cloud, and Enterprise Infrastructure.

Responsibilities:

• Lead and develop teams of senior technical professionals and team managers (Tier 2/3), fostering a culture of learning, collaboration, accountability, and continuous improvement.

• Take overall ownership of critical incidents, serving as the key technical and managerial authority during major outages and complex customer-impacting events.

• Lead critical incident management end-to-end, working under pressure with senior technical and business stakeholders, both internally and with strategic Enterprise customers.

• Manage SLA performance and customer experience while maintaining strong relationships with senior decision-makers and C-level stakeholders.

• Build and implement data-driven operational processes, KPIs, and performance metrics to improve technical support quality, efficiency, and customer satisfaction.

• Lead cross-organizational initiatives focused on service innovation, advanced technologies, automation, monitoring, and operational excellence.

Requirements:

• At least 3 years of experience managing technical B2B / Enterprise Support Centers or Service Desk operations - Must

• Proven experience managing technical team leaders directly - Must

• Strong Tier 3 technical authority with a solid engineering background.

• Deep knowledge of Networking, Routing Protocols, Cybersecurity, and complex Enterprise Communication infrastructures.

• CCNP certification or an equivalent certification from leading vendors such as Juniper or Fortinet – an advantage.

• Proven experience managing critical, large-scale incidents involving senior stakeholders and strategic customers – an advantage.

• Excellent communication and presentation skills, with the ability to work effectively with C-level executives and senior stakeholders.

• Strong leadership, decision-making, problem-solving, and stakeholder management capabilities.