Manager for Technical Office at Solidicon

About Solidicon:

• We’re seeking a proactive and experienced Technical Manager to guide and support our teams, mainly  technical support team, ensuring smooth operations, high-quality customer interactions, and the professional development of team members.

Role Overview:

• As the Location Manager for the Technical Office, you will play a dual role: leading the support team (and other local technical teams) while actively participating in technical support activities. You’ll serve as a key escalation point, coach team members, oversee ticket management, and ensure alignment with SLAs and company standards. You will also be responsible for fostering a positive and collaborative office environment that supports both performance and well-being.

Key Responsibilities:

• Supervise day-to-day activities of the teams located in the office and ensure even workload distribution
• Keep management apprised of activity through structured reporting
• Provide hands-on technical support to customers via written communication channels
• Act as the first point of escalation for complex technical issues or client concerns
• Monitor and manage support tickets to ensure timely and quality resolution
• Train, mentor, and onboard new team members, and conduct regular performance evaluations
• Develop and maintain internal documentation and knowledge bases for team use and customer reference
• Collaborate with management on process improvements, tooling upgrades, and KPI reviews
• Ensure 24/7 coverage and efficient shift scheduling to maintain service continuity
• Foster a supportive and positive work environment that promotes team collaboration and learning
• Track and report team performance against SLAs and KPIs

Requirements:

• Higher education in IT or equivalent industry experience
• Minimum 3 years of hands-on IT support experience, with at least 2 years in a leadership or senior role
• Excellent troubleshooting skills with Windows OS, logs analysis, cloud-hosted services, and infrastructure maintenance
• Strong verbal and written communication skills in English (French is a plus)
• Experience with ticketing systems, documentation tools, and ITSM practices
• Demonstrated ability to lead by example, coach others, and manage priorities under pressure
• Willingness to work 8-hour shifts as part of a rotating 24/7 schedule

What We Offer:

• Permanent contractor contract
• On-site work in a modern, well-equipped office
• Competitive and motivating salary structure (base + performance-based variable)
• Opportunity to influence the direction and growth of a dynamic support team
• Supportive environment focused on continuous learning and career growth