Technical Support Manager (Genesys Cloud, Jira Service Management, Helpdesk Team Leadership, Contact Center Support)

Company Description: A leading provider of intelligent customer engagement and cloud contact center solutions, specializing in Genesys Cloud implementations and custom applications for major organizations across the region.

Location: North Point, Hong Kong

Nature: Permanent

Job Title : Technical Support Manager (Genesys Cloud, Jira Service Management, Helpdesk Team Leadership, Contact Center Support)

Responsibilities:

• Lead and coach the helpdesk and support engineers, including the arrangement of shift and standby rosters.
• Own incident management, escalation processes, and SLA compliance, and serve as the primary escalation point for critical issues.
• Plan and communicate maintenance activities and system changes with customers and vendors such as Genesys.
• Conduct regular service review meetings with customers to review performance, open issues, and enhancement requests.
• Build and maintain strong customer relationships while producing regular service performance reports.
• Continuously improve support processes, tools, and the knowledge base to enhance service quality and efficiency.

Requirements:

• Higher Diploma or Bachelor’s Degree in Information Technology, Computer Science, or a related field.
• At least 6 years of experience in technical support, including a minimum of 3 years in a support team management role.
• Hands-on experience using Jira Service Management to manage and track client support cases is required.
• Experience with contact center platforms (Genesys Cloud preferred), voice and SIP technologies, and omni-channel support is preferred.
• ITIL certification is an advantage.
• Strong leadership and communication skills with fluency in both English and Cantonese.
• Willingness to provide on-call and out-of-hours support when required.