Technical Support Manager

About the role

IC Markets is seeking an experienced Technical Support Manager to lead its 24/7 Technical Support function. This full‑time, on‑site position in Limassol will be pivotal in ensuring service stability, incident resolution, and operational excellence within a fast‑paced FinTech environment.

Key responsibilities

• Lead and manage the ITSM/Technical Support team, maintaining consistent service quality and accountability.
• Own and operate ITSM processes – Incident, Problem, Change, and Service Request Management – aligned with organizational standards.
• Act as the primary escalation point, coordinating major incident response, communication, and post‑incident reviews.
• Ensure SLA and OLA compliance, driving timely resolution of critical issues.
• Provide executive‑ready reporting to the Head of IT Operations, including real‑time updates, trend analysis, and root‑cause investigations.
• Coach, mentor, and develop team members to maximize performance.
• Drive continuous improvement through problem management, RCA, and process optimisation.
• Collaborate with Infrastructure, Security, Engineering, and Platform teams to maintain end‑to‑end service stability.
• Maintain high‑quality documentation, runbooks, and knowledge‑base articles.
• Monitor service performance, track KPIs, and proactively communicate risks and improvement opportunities.

Required profile

• 5+ years in IT Support or IT Operations, with at least 2 years in a team‑lead or manager role.
• Strong working knowledge of ITSM/ITIL practices and service‑management frameworks.
• Experience in high‑availability, 24/7 or regulated environments.
• Hands‑on experience with ITSM tools such as Jira Service Management or ServiceNow.
• Excellent communication and stakeholder‑management skills, including interaction with senior IT leadership.
• Proven ability to stay calm, decisive, and effective under pressure.

Required skills

• Jira Service Management
• ServiceNow (or equivalent ITSM platform)
• ITIL framework
• Incident, Problem, Change, and Service Request Management
• SLA/OLA compliance
• KPI monitoring and reporting