Operational Support Manager

Job Description

 Join Our Team! Opportunity in Operations

Position: Operational Support Manager

Location: Kalanki, Kathmandu

Salary: NPR 25,000 – 35,000 (Based on Experience & Skills)

Openings: 1

Apply Now: https://sagarnetwork.com/jobs/apply/open-positions-2889

About Us

SAGAR Group, an ISO 9001:2000 certified IT distribution leader in Nepal, is committed to operational excellence and customer satisfaction. We empower our teams to grow with purpose, process, and performance. Join us and help drive seamless operations at one of Nepal’s most trusted tech organizations.

Role Overview

We are seeking a proactive and experienced Operational Support Manager to lead our Support Team at SAGAR Group – Nepal’s trusted IT distribution company. This role involves managing day-to-day support operations, streamlining service processes, coordinating with internal departments, and ensuring a superior customer experience through efficient post-sales support.

Key Responsibilities

• Lead and manage the support operations team for timely and effective customer service.
• Collaborate with sales, logistics, and technical teams to resolve customer issues.
• Design and refine support workflows to improve service efficiency and quality.
• Track key performance metrics (SLAs, Worldlink, ticket trends) and provide regular insights.
• Maintain thorough documentation of customer cases, product handovers, and service interactions.
• Supervise inventory and post-sales support coordination including spare parts management.
• Forecast spare parts requirements and sales data for management.
• Mentor, train, and evaluate the support team to enhance team performance.
• Ensure timely and accurate processing of warranty and repair services with vendors/distributors.
• Handle escalations and ensure resolution of critical customer complaints.

Qualifications & Requirements:

Must Have

• Bachelor’s degree in Business Administration, Information Technology, or a related field.
• Minimum 3 years of experience in operational support management, preferably in the IT or tech distribution sector.
• Strong leadership, organizational, and communication skills.
• Solid problem-solving abilities and attention to detail.
• Proficiency in ERP/CRM systems (e.g., Odoo).
• Ability to work under pressure and manage multiple priorities effectively.

Should Have

• Experience with post-sales service, warranty handling, and technical support coordination.
• Familiarity with inventory control, spare parts management, and RMA processes.
• Knowledge of sales/purchase order processing, ticketing systems, and documentation workflows.

Nice to Have

• Prior work experience in IT hardware distribution or service operations.
• Understanding of warranty terms, vendor SLAs, and service center management.
• Interest in technology products, service innovations, and process automation.

Why Join SAGAR Group?

• Be part of Nepal’s leading IT distribution company.
• Thrive in a collaborative and dynamic team environment.
• Access to career development, learning programs, and structured growth.