About HandsOn Systems

HandsOn Systems is a leading technology company specialising in IoT, telematics, GPS tracking, RFID, and smart automation solutions. We develop innovative software and hardware platforms that help businesses monitor, manage, and optimise their operations across multiple industries worldwide.

As we continue to grow, we are looking for a Customer Support Manager to lead our Technical Support team and ensure we continue delivering exceptional service to our customers.

Position Overview

We are seeking a motivated and technically minded Customer Support Manager to oversee the day-to-day operations of our Customer Support department.

This role is ideal for someone with a background in technical support, IT, networking, IoT, GPS tracking, or software solutions who is ready to take the next step into a leadership position.

You will be responsible for managing a team of Technical Support Engineers, ensuring customer issues are resolved efficiently, improving support processes, mentoring team members, and acting as the escalation point for complex technical cases.

Key Responsibilities

Lead, mentor, and motivate the Customer Support team to deliver high-quality technical support.
Allocate daily workloads and monitor ticket queues to ensure timely resolution of customer issues.
Ensure compliance with Service Level Agreements (SLAs) and maintain excellent customer satisfaction.
Act as the primary escalation point for complex technical support cases involving IoT devices, GPS trackers, software applications, integrations, networking, and cloud platforms.
Conduct regular one-to-one meetings, performance reviews, and coaching sessions with team members.
Identify training needs and support the technical development of the support team.
Monitor support KPIs, ticket trends, and customer feedback, implementing improvements where necessary.
Work closely with Software Development, Operations, Sales, and Product teams to resolve customer issues and improve service delivery.
Assist in developing support procedures, documentation, and knowledge base articles.
Participate in recruitment, onboarding, and training of new support engineers.
Ensure customer interactions are professionally documented in the ticketing system.
Drive continuous improvement initiatives to enhance customer experience.

Requirements

Minimum 3 years' experience in managing a team of Technical Support, IT Support, Customer Support, or a similar role.
Excellent written and verbal communication skills in English are essential. Proficiency in Maltese would be considered an asset.
Previous experience supervising or leading a support team is highly desirable.
Strong technical understanding of IoT, GPS tracking, networking (TCP / IP, DNS, VPN), Windows / Linux, cloud platforms, APIs, and integrations.
Experience using Jira, Freshdesk, Zendesk, ServiceNow, or similar ticketing platforms.
Excellent troubleshooting, leadership, communication, and organisational skills.
Ability to work in a fast-paced environment and manage multiple priorities.
Customer-first mindset with a proactive approach to problem-solving.

Preferred Qualifications

Diploma or Degree in Information Technology, Computer Science, Engineering, or a related field.
Experience in IoT, Telematics, GPS Tracking, SaaS, Telecommunications, or Managed Services.
ITIL Foundation or similar certifications are an asset.
Knowledge of SQL, databases, or scripting is advantageous.

What We Offer

Competitive salary based on experience.
Opportunity to manage a growing technical support team.
Exposure to innovative IoT and telematics technologies.
Continuous learning and career development opportunities.
A collaborative and supportive working environment.

Customer Support Manager

Job Description