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Technical Support Manager
Job Location:
Monthly Salary:
Not provided by the employer
Monthly Salary:
Experience Required:
10years
Experience Required:
Posted:
6 August 2026 (14 hours ago)
Posted:
Application Deadline:
4 November 2026
Application Deadline:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
clients expectations.
Requirements
Business Overview:
Alnafitha IT is a leading independent provider of IT services and solutions in Saudi Arabia founded in 1993.
As a fully Saudi-owned company we have established ourselves from a startup business to a market leader offering a comprehensive range of IT solutions tailored to meet the unique requirements of our clients.
Our expertise spans across various domains including Microsoft AWS ManageEngine and Zoho Solutions ensuring that we deliver strategic IT solutions that drive digital transformation and operational excellence to our clients.
With over 30 years of experience Alnafitha IT has successfully completed more than 4000 projects serving over 3000 satisfied customers and collaborating with 65 partners.
Our commitment to excellence is evident in our customer-centric approach which emphasizes engagement collaboration and a relentless pursuit of quality in every interaction
Our vision is to be the Kingdoms most customer-centric provider for digital transformation and consultation fostering innovation and excellence in all our solutions. We are dedicated to optimizing operational efficiency and ensuring effective resource utilization to enhance customer satisfaction and profitability
At Alnafitha IT we believe in empowering our employees and nurturing their growth which is essential for driving leadership in technology and customer satisfaction. As we continue to expand our presence in the IT landscape we remain committed to delivering cutting-edge solutions that not only meet but exceed our clients expectations.
Job Summary/Objective
The Technical Support Manager is responsible for overseeing the daily operations of the
technical support team as well as participating as an active member of the team.
As a team leader this position will partner with customer success and business development to
deliver exceptional support to customers through phone email and chat. This team member
will be expected to lead by example organize work build reports handle escalations and help
with ad hoc projects and training
Key Responsibilities:
Team Leadership and Development
Oversee the day-to-day operations of the Technical Support Team from senior
technical leaders to junior staff to ensure effective knowledge transfer within the
team
Provide mentorship coaching and training to enhance team skills and knowledge
and provide personalized guidance and foster professional growth
Arrange and oversee shift scheduling to maintain adequate resource coverage
optimize workload and ensure uninterrupted service delivery
Manage recruitment performance evaluations and disciplinary actions for staff to
evaluate achievements identify development needs and align individual goals with
organizational objectives
Customer Satisfaction Management
Act as a senior agent driving customer satisfaction through effective support.
Ensure all customer inquiries and issues are resolved accurately and professionally.
Serve as the primary point of contact for technical VIP cases or executive escalations
to protect critical relationships and maintain trust with high-value clients by resolving
high impact issues quickly and effectively
Attend escalation meetings and follow up on outcomes to ensure all escalation
resolutions are implemented preventing recurrence and improving customer
experience
Operational Oversight
Record track and report on team service level agreements (SLAs) and workflows to
ensure service commitments are met or exceeded ensuring customer satisfaction
and compliance
Plan for customer support load distribution to anticipate demand fluctuations
optimize staffing levels and maintain consistent service quality
Follow up on technical account managers tasks to ensure account specific
deliverables are on track issues are addressed and customer expectations are met
Serve as the escalation point for outsourcing operations issues to address high
priority or unresolved issues swiftly and minimize service disruptions
Track customers status for invoicing and renewals to ensure accurate billing timely
renewals and sustained revenue flow from support contracts
Support Coordination and Onboarding
Provide support for both internal and external customers managing incoming
technical inquiries.
Facilitate the onboarding process for new team members to ensure effective
integration.
KPI Development and Monitoring
Assist in the creation and monitoring of team key performance indicators (KPIs).
Analyze support system case trends to identify areas for improvement and prevent
future issues.
Process Improvement and Documentation
Review and enhance technical support processes and documentation to streamline
processes eliminate bottlenecks and increase overall service delivery speed & quality
Create relevant support materials and self-service tools for customers and staff
Enable digital transformation and automation to reduce manual effort improve
consistency and increase operational efficiency through technology adoption
Feedback and Communication
Establish a feedback loop for staff and customers on resolved and ongoing issues.
Implement preventive measures to minimize customer faults and issues proactively.
Benefits
Qualifications
- Education: Bachelors degree in computer science or equivalent.
- Experience: 12 years experience in Microsoft technologies in one or more of the
following: (Microsoft: Active Director Microsoft Azure and AWS Microsoft Exchange
Skype for Business Teams SCCM SCOM VMM MOM OMS Intune Microsoft
SharePoint)
- Experience with migration of Exchange customers to Office 365 and end to end support
and troubleshooting experience of Exchange Online and Office 365 Hybrid solutions.
- Additional skills in Exchange Online Protection Antigen/Forefront Protection for
Exchange.
- Experience in AD Security (ATA AD backup and recovery security practices and AD
health check)
- Knowledge in Microsoft Server features (ADFS DFS RMS WSUS WDS CA IIS).
- Knowledge in Virtualization (Microsoft Hyper-V VMWare).
- Basic knowledge in SQL database administration and implementation.
- Solid understanding of client/server networking and Internet technologies
fundamentals.
- Experience working with Microsoft Server products alongside Microsoft Azure IaaS/
PaaS and experience with troubleshooting configuring and supporting Network and
Hybrid scenarios.
- Working knowledge in several areas of Azure / AWS PaaS and/or IaaS such as Azure
deployment ARM template Application Insights PowerShell Scripting Security High
Availability Azure Storage Azure Virtual Machine Backup / Disaster Recovery Patching
Clustering Service Resilience SQL Azure ADLS and distributed systems etc.
- Experienced in DevOps and knowledge of Azure Web Aps Service Fabric
(Preferred)
- Solid Networking Skills (Routing & Switching Protocols TCP/ DNS QoS SIP VLANs and
WAN protocols)
- High sense of responsibility and ownership acting like owner in what you do.
- Exceptional communication and presentation skills
- Proven people management and leadership skills
- Love being the first line of support and troubleshooting issues
- Strong analytical skills to investigate and resolve customer support tickets
- Able to multi-task efficiently under time pressure
- Able to work with cutting edge technology and assimilate information rapidly
Previous experience in managing customer-focused teams
Proven experience in managing a service and support focused team culture
- Ability to maintain composure during stressful situations.
- Fluent in Arabic and English.
Certification Requirements:
CCNA Routing and Switching.
ITIL Expert (Preferred)
MCSE: Core Infrastructure (Must)
MCSE: Private Cloud (Must)
MCSE: Messaging.
PMP Certified (Preferred)
Microsoft 365 Certified: Enterprise Administrator Expert (preferred)
Microsoft Certified: Azure Solutions Architect Expert (preferred)
Required Skills:
Candidate Experience To excel in this position you will need to: Certification Requirements Bachelors degree in business administration or equivalent. Technical Skills 2 years of experience in supply chain / logistics / order fulfillment. Experience in IT industry software and service delivery is plus. Previous experience in CRM/ERP systems ex. Zoho CRM Zoho Books. Proficiency in Microsoft Word Excel and Outlook. Personal Skills High sense of responsibility and ownership acting like owner in what you do. Exceptional communication and presentation skills Being able to work on their own or in a team Being able to work to tight deadlines Ability to maintain composure during stressful situation Handling many tasks & responsibilities Fluent in Arabic and English. Working Conditions Working on Weekends Holidays or outside the business hours could be required.
Required Education:
Certification Requirements:Bachelors degree in Computer Science Business Administration equivalent.
Company Industry
IT Services and IT Consulting
Key Skills
- Dhcp
- SQL
- Active Directory
- VOIP
- VMware
- Customer Service
- Windows
- Trouble Shooting
- Java
- VPN
- Sharepiont
- hardware
- Dns
- Technical Support
- Software Applications
About Company
Alnafitha International founded since 1993 in Saudi Arabia is a leading independent provider of IT services and solutions. Alnafitha provides consistent processes and tools combined with the right skills at the right time and place. We design IT solutions that fit your unique requirem ... View more
