Support Manager

Job description:

Qualification:  Diploma or Degree in Electronics, Electrical Engineering, IT, or related field. Experience: 58 years of experience in IT Hardware, ELV, AV, or FAPA technical support roles, including at least 2 years in a leadership/supervisory role. CCNA certification preferred.

Strong knowledge of:

IT infrastructure (network equipment, servers, UPS, switches)

ELV systems (CCTV, access control, SCS)

AV systems (audio processors, displays, projectors, mixers)

FAPA systems (fire alarm control panels, PA/VA systems)

Familiarity with hospitality industry technologies (IPTV, room control systems) is a plus.

Strong communication, leadership, and customer management skills. Lead and manage the support team (field technicians, service engineers, coordinators). Oversee day-to-day operations including troubleshooting, ticket management, and onsite support. Ensure timely resolution of issues related to: IT hardware & network components, CCTV, access control, AV systems and FAPA systems (fire alarm panels, PA/VA systems)

Serve as the primary point of contact for client support escalations.

Maintain strong client relationships, providing regular updates on service performance. Coordinate between clients, vendors, and internal teams for issue resolution and system upgrades. Develop and implement preventive maintenance schedules for IT, ELV, AV, and FAPA installed systems. Train and mentor support engineers and technicians to maintain high technical competency. Allocate workload, set priorities, and monitor team performance. Establish and optimize support workflows, escalation matrices, and SOPs. Work with project teams to ensure smooth handover from installation to support phase. Review project documentation, BOQs, and technical manuals for support readiness. Coordinate with suppliers for RMA processes, warranty claims, and spare parts management.