Technical Support Manager

Job description

Join our dynamic team at IC Markets as a Technical Support Manager and help shape the future of FinTech innovation. This full-time, on-site opportunity based in Limassol offers you the chance to make a real impact in a fast-paced and forward-thinking environment. Apply now and take the next step in your career with us! Who We Are: IC Markets , a global leader in trading with over 15 years of success, a strong international presence, and a team of skilled professionals, remains at the forefront of financial technology innovation. As an agile company that values growth and collaboration, we offer an exciting opportunity to be part of a dynamic industry where innovation meets excellence. What You’ll Do: We are seeking an experienced Technical Support Manager to lead and continuously improve our Technical Support function in a 24/7, business-critical environment. The role is responsible for service stability, incident management, and operational excellence, acting as a key link between IT teams and the business. What We’re Looking For: Lead and manage the ITSM / Technical Support function, ensuring consistent service quality, accountability, and operational discipline Own and operate ITSM processes, including Incident, Problem, Change, and Service Request Management, in alignment with organizational standards Act as the primary operational escalation point and lead major incident management, including coordination, communications, and post-incident reviews Ensure SLA and OLA compliance, driving timely resolution of critical and high-impact issues Provide clear, structured, and executive-ready reporting to the Head of IT Operations, including real-time situational updates, trends, and root cause analysis Manage team performance through regular coaching, mentoring, and development planning to maximize individual and team effectiveness Drive continuous service improvement through problem management, RCA, and process optimisation initiatives Collaborate closely with Infrastructure, Security, Engineering, and Platform teams to ensure end-to-end service stability and efficient escalation paths Maintain and enforce high-quality documentation, runbooks, and knowledge base articles Monitor service performance, track KPIs, and proactively communicate service risks, issues, and improvement opportunities Qualifications: 5+ years of experience in IT Support / IT Operations, with at least 2 years in a Team Lead or Manager role Strong working knowledge of ITSM / ITIL practices and operational service management frameworks Experience managing support operations in high-availability, 24/7, or regulated environments Hands-on experience with ITSM tools (e.g. Jira Service Management, ServiceNow, or equivalent platforms) Strong leadership and people-management skills with the ability to balance hands-on oversight and delegation Excellent communication and stakeholder-management skills, including regular interaction with senior IT leadership Proven ability to remain calm, decisive, and structured during high-pressure incidents and major outages Working Schedule: Fully On-Site – Monday to Friday: 09:00 – 17:00 Why Join Us? Experience Rewards Beyond Just a Job! Because You Matter. Competitive Pay – We value you , not just your role. Our compensation reflects the skills and experience you bring to the table. Career Growth – Your journey is important. We’re here to support your development with ongoing learning and clear paths to advancement. Work-Life Balance – Time to rest is time to thrive. With 22 days of annual leave, your personal life is respected and prioritized. Wellness & Healthcare – Health comes first. Enjoy 12 paid sick days and full medical insurance coverage after 6 months—because your well-being is our priority. Future Security – We’re invested in your tomorrow. Access our provident fund after 6 months for peace of mind down the road. Snack Hub – We care about your daily comfort. Our fully stocked kitchen keeps you energized with fresh fruit, snacks, and beverages. Lunch on Us – Nourishment and connection matter. Enjoy a delicious daily lunch buffet with teammates. Paid Overtime – Your extra effort doesn’t go unnoticed. We recognize and reward the time you put in. Learning & Development – We believe in your potential. Dedicated budgets support your upskilling and curiosity. Referral Bonus – People matter here. Bring in great talent and get rewarded for growing our community. Team Spirit – Culture is everything. Join a team that celebrates together through events and team-building activities. Fitness & Recreation – Stay active and refreshed with access to gym facilities, organized sports, and relaxing spa treatments. Unwind Fridays – We’re human too. Enjoy a relaxed Friday drink with colleagues to close the week on a high note. Our culture is built on empathy, respect, and trust, because at the heart of everything we do is you . Your next big opportunity starts here! Apply now and let’s build something incredible together! Thank you for your interest in joining IC Markets. Due to the high volume of applications, only candidates under consideration will be contacted. All applications are handled with the strictest confidentiality.