Head of Technical Support

Reference Number: SM243

Job Type

Full Time

Availability

Permanent

Head of Technical Support

The Head of Technical Support is a critical role responsible for overseeing our client’s technical support team, ensuring the highest level of support across all studios and partner locations. This position demands a strategic leader who is not only technically proficient but also an organised, people-oriented manager capable of guiding our technical team through the rapidly evolving landscape of live gaming technology.

Responsibilities:

Lead and manage the onsite technical support team across multiple studios and locations.
Develop, update, and maintain comprehensive technical documentation to align the technical team with the latest installations, changes, and updates.
Ensure efficient operation of 1st Line Support and escalation processes, minimising delays and optimising response times across all platforms.
Conduct interviews and oversee the hiring process for new technical support team members, ensuring the recruitment of highly skilled and compatible individuals.
Foster a culture of continuous learning and improvement within the technical support team, encouraging professional development and staying ahead of industry trends and technologies.

Qualifications:

Proven experience in technical support leadership within the gaming or related high-tech industries.
Exceptional organisational and management skills, with a demonstrated ability to lead and motivate a diverse team.
Excellent communication and interpersonal skills, capable of building strong relationships across departments and with external partners.
Proficiency in the latest gaming technologies and systems, with a commitment to ongoing professional development.
A people-oriented approach, with a track record of effective team management and development.