Technical Support Manager

Locations: Poland (Gdansk) - France (Paris) - Belgium (Bruxelles) - Netherlands (Weert)

We are open to candidates based in any of the following locations: Poland (Gdansk), France (Paris), Belgium (Brussels), and the Netherlands (Weert).

As we operate in a hybrid working model, the employee will need to be based in one of these locations and able to work from the corresponding office as required.

Aritech is looking for a full-time Technical Support Manager to join our team who is responsible for leading and developing Tier 1 and Tier 2 support teams, ensuring exceptional customer experiences through efficient case management, proactive escalation handling, and operational excellence. This role drives service delivery performance, customer satisfaction, and continuous improvement through data-driven KPIs, standardized processes, and strong cross-functional collaboration.

The successful candidate acts as the bridge between customers, support engineers, product teams, and senior leadership, ensuring timely resolution of technical issues while maintaining high levels of customer trust and operational efficiency.

Key Responsibilities

Customer Focus & Service Excellence

• Champion a customer-first culture across the support organization.
• Own customer satisfaction outcomes and ensure consistent delivery of high-quality support experiences.
• Act as a senior point of contact for critical customer situations and executive-level escalations.
• Drive proactive communication during high-impact incidents and service disruptions.
• Build strong relationships with key customers and stakeholders to understand support trends and opportunities for improvement.

Leadership & Team Management

• Lead, mentor, and develop L1 and L2 Technical Support Engineers.
• Establish clear goals, performance expectations, and career development plans.
• Conduct regular coaching sessions, performance reviews, and skills assessments.
• Foster a culture of accountability, continuous learning, collaboration, and customer advocacy.
• Manage workforce planning, resource allocation, and shift coverage to meet service demands.

Case Management & Operational Oversight

• Oversee the end-to-end lifecycle of customer support cases.
• Ensure cases are triaged, prioritised, and resolved within agreed service levels.
• Monitor case backlogs and implement strategies to improve resolution efficiency.
• Drive case quality reviews to ensure technical accuracy and customer communication standards.
• Establish governance around case ownership, documentation, and closure processes.

Escalation Management

• Manage technical and customer-critical escalations through resolution.
• Coordinate cross-functional teams including Product Engineering and R&D
• Lead escalation reviews and root cause analysis activities.
• Develop and maintain escalation frameworks
• Ensure timely executive communications and risk mitigation plans for business-critical issues.

KPI & Performance Management

• Own and report on key operational metrics including:
• Net Promoter Score (NPS)
• Case Resolution Time
• Mean Time to Resolution (MTTR)
• Service Level Agreement (SLA) Compliance
• Escalation Volume and Ageing
• Customer Escalation Rate
• Support Team Productivity Metrics
• Analyse support trends and performance data to identify improvement opportunities.
• Present business reviews and operational performance updates to senior leadership.

Process Improvement & Operational Excellence

• Drive a process-driven support model focused on scalability, consistency, and quality.
• Establish and maintain standard operating procedures (SOPs) and support workflows.
• Lead continuous improvement initiatives using data and customer feedback.
• Improve incident management, problem management, and knowledge management processes.
• Implement automation opportunities to enhance efficiency and reduce customer effort with AI Adoption
• Ensure compliance with organisational policies, security requirements, and support standards.

Knowledge Management

• Develop a strong knowledge-sharing culture.
• Ensure support documentation remains current, accurate, and accessible.
• Drive root cause analysis and knowledge article creation following major incidents.
• Promote self-service capabilities to improve customer outcomes and reduce support volume.

Qualifications/Skills & Essential Experience:

• Fluent in English
• Proven experience managing Technical Support, Service Desk, or Customer Support teams.
• Strong leadership