Technical Leadership Manager

1 day ago


Muscat, Muscat, Oman Canonical Full time

Canonical is a leading international software company that collaborates with the open-source community to deliver Ubuntu, the world's #1 cloud operating system. Our mission is to unlock the potential of free software in the lives of individuals and organisations.

About the Role

We are seeking an experienced Technical Leadership Manager to run our Support teams, ensuring exceptional customer satisfaction and technical excellence. As a key member of our leadership team, you will be responsible for driving growth and transformation initiatives, while fostering a workplace free from discrimination.

Key Responsibilities
  • Management of a professional support team, including skills development and performance management
  • Operational control, shift scheduling, accountability for key performance indicators (KPIs)
  • Ensure that all customer cases are responded to within the SLA, and in a professional manner
  • Act as the customer escalation contact, and ensure that such escalations are addressed appropriately
  • Accountability for customer satisfaction
  • Contribution to the support knowledge base
  • Continuous improvement to the team's processes and support service delivery
  • Hire, develop and train support team to match business requirements
Required Skills and Experience

To succeed in this role, you will need:

  • Extensive CLI experience with Linux at a technical level (Support, Development, Implementation)
  • Leadership experience, and preferably team management experience
  • Confidence under pressure, with proven track record of high customer focus
  • Preferably fluent in two languages, English being primary one
  • Excellent communication skills (verbal and written)
About Canonical

We offer a dynamic work environment, prioritizing employee well-being and career development. Our services help businesses worldwide reduce costs, improve efficiency and enhance security with Ubuntu. Some benefits include:

  • 100% work-from-home
  • Learning and development
  • Competitive salary
  • Recognition rewards
  • Annual leave
  • Priority Pass for travel


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