Technical Support Team Manager

About the role

You will serve as the primary technical and service management focal point for one of our strategic enterprise customers, ensuring the availability, performance, and continuous improvement of the customer's voice infrastructure while leading incident management, project execution, and operational governance. This is a resident, customer-facing role requiring a strong combination of technical expertise, service delivery leadership, and stakeholder management.

Key responsibilities

• Act as the primary technical and service delivery contact for the customer, driving operational excellence and customer satisfaction
• Lead major incident management, coordinate technical response teams, and drive root cause analysis to prevent recurring issues
• Ensure the availability, performance, and security of enterprise voice and unified communications platforms
• Oversee software deployments, infrastructure upgrades, system configurations, and change management activities
• Manage the delivery of voice-related projects while ensuring alignment with customer requirements and organizational standards
• Monitor operational KPIs, service levels, and system health, providing regular performance reports and recommendations to both customer and internal management
• Collaborate with customer stakeholders, partners, and internal technical teams to ensure successful service delivery
• Support executive stakeholders by providing high-priority technical assistance when required
• Coordinate technical support for field offices and project deployments as needed
• Ensure compliance with customer security policies, governance standards, and change management processes

About you

• 5+ years of hands-on experience supporting enterprise Voice, Unified Communications, or Telecommunications environments
• 3+ years of experience leading technical service delivery, IT operations, or customer-facing technical teams
• Bachelor's degree in Information Technology, Computer Science, Telecommunications, or a related field, or equivalent practical experience
• Strong expertise with Microsoft Teams Telephony and enterprise voice infrastructure
• Hands-on experience deploying, configuring, and supporting AudioCodes solutions, including SBCs, Mediant Gateways, Routing Manager, and IP Phones
• Strong knowledge of SIP signaling, call flows, and troubleshooting complex voice and telephony issues
• Experience administering Microsoft Teams via the Teams Admin Center and automating provisioning using PowerShell, Python, or similar scripting tools
• Proven experience managing major incidents, problem management, and service delivery in SLA-driven environments
• Strong customer-facing communication, stakeholder management, and presentation skills
• Excellent analytical, troubleshooting, organizational, and documentation skills