Technical Support Manager

Technical Support Manager
** ASSA ABLOY Global Solutions
** is part of the ASSA ABLOY Group, who are the
** global leader in access solutions**. Every day, we reimagine how people move through a
** safer, more open world with ease**. If you’ve ever walked through an automatic door, stayed in a hotel, or gone through passport control, you’ve probably used one of our products or services. We have operations in
** over 70 countries**, with over
** 52,000 colleagues
** around the world.

Traka products and solutions solve real-world problems by securing, managing and auditing the keys and equipment at the heart of a successful operation from small business to fortune 100 companies.
** Your Role in Keeping the Future in Safe Hands…
** As the
** Technical Support Manager
** for Traka Americas, you will be responsible for
** leading and evolving our technical support function
** to deliver consistently high-quality, scalable, and customer-centric support experience.

This role goes beyond day-to-day supervision. You will play a key role in
** setting the strategic direction of the technical support program**, introducing new processes, defining and tracking KPIs, and continuously improving the tools, systems, and workflows that enable world-class service delivery.

Reporting to the Technical Director, Traka Americas, you will lead the Technical Support team while working cross-functionally with Project Delivery, Field Services, Product, and Global stakeholders as needed to ensure support capabilities scale with the business.
** Why This Role Matters
** The Technical Support Manager is a critical enabler of Traka’s customer promise. This role ensures that as the business grows, our support capabilities scale with it - delivering reliable, responsive, and professional service that differentiates Traka in the market.
** What you will do…
**** Technical Support Strategy & Program Ownership
*** Define and evolve the technical support operating model to support growth and exceed customer expectations.
* Establish, track, and continuously improve KPIs (e.g., SLA attainment, first-contact resolution, backlog health, escalation trends, customer satisfaction).
* Identify gaps in tools, systems, and processes that lead to improvements which enhance efficiency and service quality.
** Team Leadership & Development
*** Lead, coach, and develop the Technical Support team, including performance management, training, and capability building.
* Own onboarding and ongoing technical training programs in partnership with our Technical and Product teams.
* Conduct regular 1:1s, performance reviews, and development planning.
** Operational Excellence & Escalation Management
*** Ensure daily operational performance meets defined SLAs and customer expectations.
* Act as the senior point of escalation for complex or business-critical customer issues.
* Balance strategic oversight with hands-on support involvement when volume or complexity requires.
* Be the face and voice for Traka Americas customer support - for end users, our partners and internally.
** Process, Tools & Continuous Improvement
*** Drive improvements to CRM/ticketing workflows, documentation, support resolution and knowledge management.
* Partner with global and regional teams to align on best practices and standardization where appropriate.
* Proactively identify new ways of working to improve productivity, quality, and customer experience.
** Cross-Functional Collaboration
*** Work closely with Field Services, Project Delivery, Sales, and Service Administration to ensure seamless customer handoffs and accurate scoping of support services as needed.
* Partner with internal teams on system upgrades, releases, and major initiatives impacting support.
* Ensure safety standards, compliance, and best practices are followed across the support organization.
** What we expect of you…
**** Experience & Background
*** 5+ years experience in technical support, service operations, and support leadership roles.
* Prior experience as a Senior Support Lead, Supervisor, or Manager in a technical environment.
* Demonstrated success improving support performance through KPIs, process changes, and tooling…