Support Head / Support Team Lead
- No. of Openings 1
- Industry IT & Telecommunication
- Category Customer Service
- Location Tinkune, Kathmandu, Kathmandu District
- Job Level Senior Level
- Salary Nrs. Monthly
- Education Level Bachelors
- Desired Candidate Both(Female, Male)
- Experience 3 + years
- Expiry date Dec 14, 2025 (Expired)
- Two/Four Wheeler Require Two-wheeler
- Skills Ability to manage stress and prioritize tasks effectively, Ability to perform under pressure
Job Description
eDigital Nepal is looking for an experienced Support Head to lead the Support and Implementation teams and ensure smooth service delivery across all client touchpoints. This role requires strong leadership, operational oversight, problem-solving capability, and the ability to manage a large support window (6 AM to 12 AM) with efficiency and discipline.
The Support Head will be responsible for building processes, managing workload distribution, improving client satisfaction, and guiding support officers, technical support, and implementation teams.
Key Responsibilities
Team Leadership & Operations
- Lead, supervise, and mentor the Support and Implementation teams.
- Build shift schedules and ensure proper staffing for the 6 AM – 12 AM service window.
- Monitor attendance, punctuality, and service discipline across the support department.
- Conduct regular team meetings, trainings, and performance reviews.
Support Quality & Client Satisfaction
- Ensure timely response and resolution of client issues.
- Maintain SLAs and quality benchmarks for all support activities.
- Handle escalated cases, critical clients, and high-impact issues.
- Track recurring problems and coordinate with Product/Technical Teams for permanent solutions.
Process & Performance Management
- Develop SOPs, guidelines, and workflows for seamless support operations.
- Monitor team KPIs, performance metrics, and service reports.
- Implement tools for ticket tracking, follow-up monitoring, and daily reporting.
- Identify bottlenecks and continuously improve operational efficiency.
Coordination & Communication
- Liaise with the Implementation Team, Technical Team, and Management to ensure alignment.
- Provide weekly and monthly support performance reports to management.
- Ensure proper communication flow between clients, support team, and internal departments.
Job Specification
- Bachelor’s degree in management, Computer Science, IT, or related field (Master’s preferred).
- Minimum 3–5 years of experience in technical support, client success, or IT operations.
- Experience in team leadership or department supervision is strongly preferred.
- Strong understanding of accounting systems, inventory modules, digital platforms, or CRM/CMS tools.
- Excellent communication, coordination, and decision-making skills.
- Ability to work under pressure, manage conflicts, and lead diverse teams.
Preferred Skills
- Experience in Support escalation management
- Exposure to project management or client onboarding
- Knowledge of workflow automation and support tools
- Strong analytical and reporting skills
What We Offer
- Leadership opportunity in a growing digital company
- Collaborative and supportive work environment
- Growth and professional development pathways
- Competitive compensation package
About Company
We are a group of passionate educators, engineers, researchers, and technocrats motivated and inspired to bring a transformation, innovation, and r...
We are a group of passionate educators, engineers, researchers, and technocrats motivated and inspired to bring a transformation, innovation, and revolution in the education sector of Nepal with the use of information and communication technology.
