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Technical Support & IT Manager

Tel Aviv District, Israel (On-site)

Technical Support & IT Manager

1 Month ago • 3-5 Years • Operations

About the job

3 skills required for this role

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Job Description

As a Technical Support & IT Manager at Overwolf, you will be responsible for managing a team of technical support specialists who provide technical assistance and troubleshooting to our global customers. You'll oversee the quality and efficiency of support services, ensure customer satisfaction, and collaborate with other teams to drive product and process improvements. You'll handle escalated customer issues and complaints, establish best practices for technical support, analyze customer feedback, coordinate with other teams, and provide comprehensive support across all channels, including Discord, Reddit, and other platforms. You will also lead the IT team, ensuring timely and effective technical support to employees across multiple regions and time zones.

Must have:

3+ years managing a global team
5+ years technical support/customer service leadership in SaaS/tech
Strong passion for video games
Proven track record of leading high-performing teams
Excellent communication, interpersonal, and leadership skills
Strong technical skills and knowledge of video streaming, encoding, delivery, and troubleshooting
Ability to work under pressure, multitask, and prioritize tasks and deadlines

Good to have:

Experience in the gaming industry
Successfully participated in the defense of a castle against relentless hordes of orcs

Description

Our pack is on the hunt, seeking a brave Technical Support & IT Manager to play support main in our legendary IT department.

As a Technical Support & IT Manager, you will be responsible for managing a team of technical support specialists who provide technical assistance and troubleshooting to our global customers. In this role, you’ll oversee the quality and efficiency of support services, ensure customer satisfaction, and collaborate with other teams to drive product and process improvements.

Do you have what it takes to join our quest? Apply and find out.

Responsibilities

In this role, you will:

Supervise, coach, and evaluate the technical support team's performance and productivity, providing feedback and guidance.
Handle escalated customer issues and complaints, resolving them in a timely and professional manner.
Establish and maintain best practices and procedures for technical support and customer service.
Analyze customer feedback and support data, identifying areas for improvement and innovation.
Coordinate with other teams to communicate customer needs and ensure alignment of goals.
Provide comprehensive support to users across all channels, including Discord, Reddit, and other platforms.
Lead the IT team, ensuring timely and effective technical support to employees across multiple regions and time zones.
Oversee the Overwolf armory, ensuring armors and blades stay sharp and true.

Requirements

3+ years of experience managing a global team.
5+ years of experience in a technical support or customer service leadership role within the SaaS or technology industry.
A strong passion for video games on both PC and console.
Proven track record of leading and motivating high-performing teams.
Excellent communication, interpersonal, and leadership skills.
Strong technical skills and knowledge of video streaming, encoding, delivery, and troubleshooting.
Ability to work under pressure, multitask, and prioritize tasks and deadlines.
Proficiency in medieval weapon maintenance and/or blade enchantment.

Bonus Points:

Experience in the gaming industry.
Successfully participated in the defense of a castle against relentless hordes of orcs.

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About The Company

Overwolf

22 Active Jobs

We empower them to build, grow, and monetize in-game apps and mods. Built for creators by creators, Overwolf is uniting the in-game creator community. Our mission is to make sure that creators have everything they need to make a living doing what they love: developing awesome gaming experiences, enjoyed by both gamers and game developers.